Under Armour, Inc. B2B Customer Operations Analyst in Amsterdam, Netherlands
Under Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.
Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves farther.
We’re looking for people who do more than good work.
We’re looking for the Best in Every Game.
Under Armour is the chosen brand of this generation of athletes... and the athletes of tomorrow. We're about performance - in training and on game day, in blistering heat and bitter cold. Whatever the conditions, whatever the sport, Under Armour delivers the advantage athletes have come to demand.
That demand has created an environment of growth. An environment where building a great team is vital. An environment where doing whatever it takes is the baseline and going above and beyond to protect the Brand is commonplace.
The world's hungriest athletes live by a code, a pledge to themselves and everyone else: Protect This House... I Will. Our goal is to Build A Great Team! Will YOU…Protect This House?!
The will drive the operational success of the Under Armour Europe B2B strategy. You will be responsible for ensuring KPI attainment and ensuring the effective processing of all orders via Local Customer Service teams whilst at the same time driving enhanced self service capabilities via the B2B platform. You will work together with the Center of Excellence Manager (based Amsterdam) to ensure that first class Customer Service is delivered for our B2B customer.
Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.
Responsible for driving excellent business operations for all B2B customers.
Define, setup and drive SLA’s and ensure they are met or exceeded for our B2B customers
Build and execute on B2B order management efficiencies and policies.
Be the first point of escalation for all B2B Customer Service issues/ end user support issues that cannot be resolved via the local teams.
Specifically monitor for “exception processes” to ensure orders & deliveries flow through smoothly through order book reporting/reconciliation.
Drive the creation of tailored training materials /FAQs to further enhance user experience.
Capture enhancements to further improve the process efficiencies and maximize customer experience
Setup the B2B catalogs seasonally with support of your Sales Operations colleagues, ensuring these are up to date and pricing is correctly reflected on the platform.
Work with the Global Master data team and Regional Merchandising teams to ensure the data reflected in B2B matches that of the source systems.
Work with the Trasix team to troubleshoot and support where need to ensure proposed assortments flow into B2B (push to cart) and subsequently into SAP (FMS system).
Work with the Global teams to ensure future enhancements are tested and implemented.
Communication and collaboration:
Maintain an effective working relationship with internal and external stakeholders (including CSM, Supply Chain, Sales, Finance, Warehouse, and Account Ops), understanding relevant calendars, process flows and capacity.
Exceptional and proactive communication with accounts and sales teams to achieve ‘clean order book’ and excellent customer service support.
Proactively reach out to team members and customers to encourage use of the tool and adoption of new functionality
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Behavioral Attributes of Ideal Candidate: include but are not limited to the following:
GET IT DONE, DONE, DONE – ACCOUNTABILITY • Holds others accountable for getting things done, lending support when needed. • Generates motivation and drive to hit departmental goals by emphasizing responsibility and communicating expectations. • Takes ownership of departmental results by tracking team contributions.
FIND A BETTER WAY – CREATIVITY & INNOVATION • Examines potential ideas and evaluates them against UA goals. • Realizes and accepts that failure is a necessary part of innovation. • Talks with others to gain new insight and see opportunities from a different perspective. • Advocates for and pursues new ideas.
WIN TOGETHER – COLLABORATION • Builds consensus with Teammates across the business unit and gives clear direction during cross-functional collaboration. • Motivates Teammates to build trusting, cross-functional relationships.
THINK GLOBALLY – GLOBAL PERSPECTIVE • Seeks and applies understanding of cultural differences and demonstrates comprehensive knowledge of global trends (social, political, and economic), adapting products and services to impact the business unit’s goals globally.
MAKE THE RIGHT CALL – INTEGRITY & ETHICS • Acts in alignment with UA values and principles, encouraging other Teammates to do the same.
A genuine passion for customer operations and an affinity with systems is the most important quality for us.
Excellent communication skills and experience building cross functional relationships.
A proven track record of excellent customer service.
Minimum 3-5 years previous experience in customer facing environment
Experience with B2B tools and or B2C environment a plus.
SAP experience a must, ideally FMS or AFS
Bachelor Degree educated preferred
Native / fluent in English essential, Plus one more other major European language preferred
Exceptional organizational abilities / Prioritization
Multi-tasking in fast paced environment
Solid IT skills, including Excel, Word
Passion for sports
Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.