Latin America Customer Operations Manager

Role Title:
Latin America Customer Operations Manager
Location:
Waltham, MA
Job Advert Description

Clarks is looking for a Latin America Customer Operations Manager who will manage the entire Latin America region operations and customer service responsibilities. They will work directly with retailers and buyers to manage and plan orders and forecast, while leading the relationship between Clarks and key Latin American retailers to build strong cross- functional alignment and ensure on time delivery.

Responsibilities:

  • Maintain standards of business including but not limited to: order entry, or turnaround time for communications and co-ordinate the export to the customer with relevant supporting documentation.
  • Promote timely resolution of purchase order changes, credits, pricing changes, allowance forms, email, and all other inquiries
  • Lead initatives with other departments such as, Inventory and Supply planning Teams to ensure proper on time delivery, as well as to provide compliance forms required for factories
  • Responsible for communication to customers and Sales regarding purchase order changes, pricing variances, shipping status, stock availability and being pro-active to any potential challenges.
  • Manage and maintain customers’ expectations utilizing reports, and identifying and communicating supply and demand challenges. 
  • Help ensure we meet all customers requirements which may include building reports and deliver information such as Product Data report/sheets, Product Attributes, UPC/EAN reports, etc.
  • Work closely with V.P. of Sales providing sales analysis of previous season required for forecasting purposes
  • Collaborate with the Sales Team on a daily basis to ensure customer requirements are being met and to address any opportunities to improve business ways of working
  • Partner with Demand Fulfillment team to maximize shipment potential and to ensure the delivery and shipping on time product. Makes recommendations to customers and sales regarding what to ship and when to maximise sales within the markets
  • Partner with Customer Operations and warehouse (US/UK or Factory) on a consistent basis to maintain services to an account. Fill rates, shipping information, labelling and ship methods are imperative to maximize quick turnaround time to a customer
  • Promote timely resolution of purchase order changes, pricing changes, allowance forms, email, and all other inquiries
  • Help to deliver on target revenue and budget for the LATAM region
  • Utilizing proactive knowledge and research internally to ensure the right shoes are available to the right customer at the right time
  • Work closely with Customer Operations assisting with Linesheet/Catalogue creation required for Product Presentation meetings
  • Collaborate with the Sales Team on a daily basis to ensure customer requirements are being met and to address any opportunities to improve business
  • Receive,  and manage customer and  Account Manager inquiries
  • Future plan and communicate the seasonal activities to help support and deliver the regional objectives

Qualifications:

  • Bilingual - Fluent in Spanish & English
  • BS degree in business or related field preferred
  • Experience with International Trading preferred
  • A minimum of 5-7 years of sales, customer service or operations background required
  • International Commerce and Export experience desired
  • Experience from the footwear/fashion or related industry an asset
  • Advance SAP experience preferably
  • Strong computer skills include advanced Microsoft Excel (PIVOT tables, V-Lookup and Reporting)
  • Must possess strong analytical, planning, retail math and communication skills, as well as the ability to work independently and manage multiple tasks
  • Ability to communicate clearly and concisely both verbally and in writing