Under Armour, Inc. B2B Customer Operations Analyst in Amsterdam, Netherlands

108415

Amsterdam, Netherlands

03/27/2018

Corporate

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?!

Summary

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

  • Platform Management:

  • 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.

Requirements/Education/Experience:

A genuine passion for customer operations and an affinity with systems is the most important quality for us.

Also essential:

  • 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

  • Analytical

  • 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.

The collection and use of personal data about applicants for employment is essential for conducting the business administration and business operation of Under Armour, Inc. (“Under Armour”) and those of its subsidiaries and affiliates. Under Armour’s overseas subsidiaries in the European Economic Area collect personal data about applicants for employment and may transfer such personal data to Under Armour in the United States in accordance with the terms of its Data Privacy Policy. Full details of Under Armour’s Data Privacy Policy are available at https://careers.underarmour.com. Under Armour has certified that it complies with the EU-US Privacy Shield Framework Principles with respect to safeguarding and transferring personal data it receives about Under Armour employees in the European Union. Further details about the Privacy Shield Framework and the list of certified companies are available at www.privacyshield.gov.