Logistics Services Team Lead

Overview:

The Team Leader for North American Logistics Services reports direct to the Logistics Services Global Manager. The general purpose of this position is to:

• Be the Distribution & Transportation “face” for customers logistics requests in Northern America as single point of contact, to ensure high quality support on incidents happening during transportation.
• Provide first level support, prioritize requests according to SLAs (Service Level Agreements) and manage claims.
• Provide a positive customer experience to our customers & partners.
• Increase transparency and harmonization within Amer Sports warehouses and brands

What You'll Do:

SPOC-Helpdesk Function:

• Monitor Ticket-Activity (Service Level Agreement – First Response Time & Time to Solution; Queue Management)

• Be the Escalation contact for complex requests, incidents or complaints concerning D&T topics

• Manage claims end-to-end (opening, follow up, reimbursement)

• Strive for improvement of ongoing processes and support service improvement projects

Customer logistics requests

• Consolidate all customer requests

• Take part in regular meetings with logistics stakeholders (internal/external)

Stakeholders Communication & Support:

• Provide support to the different teams (SSO, ECOM, Transportation, Warehouse)

• Pre-alert when something goes in the wrong direction (dropping carrier performance, uncertain warehouse processes…)

• Develop & coordinate with Transportation department the action plans related to carriers in case of claims or other service issues

• Process documentation

Manage 1 team member

This position requires regular some business trips in Northern America.

What We're Looking For:

Technical skills

• Knowledge of logistics & sales processes

• Organisational & prioritization skills

• Analytical skills

• MS Office

• Comfortable with IT/ERP systems (SAP a plus - SAP BI a plus)

• English language is a must

Behavioral skills

• Customer orientation

• Good communication

• Problem solving

• Team player

• Intercultural skills

Minimum 2 years’ experience with logistics/supply chain background

College degree preferred or equvalent experience.

Salary Range: $55,000 to $62,000 per annum

 

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