PIONEERING BRANDS THAT MAKE LIFE BETTER
We’re Pentland Brands, the people behind some of the world’s best-loved sports, outdoor and lifestyle brands.
Speedo is a part of the Pentland Brands Limited Family.
We are a global family business bringing some of the most loved active and footwear brands to millions of people around the world.
We own Speedo, Endura, Berghaus, Canterbury of New Zealand, Mitre, Ellesse and we’re the UK licensee for Kickers. Our products are available in over 190 countries and are sold either directly by Group companies or are represented by licensees and distributors.
All our brands have their own unique identities and every one of them is powered by Pentland. We have more than 1,200 employees worldwide and we’re always on the lookout for talented, enthusiastic people to help shape our future.
We celebrate differences and give everyone the freedom to innovate and develop, be it through creative working environments or learning opportunities. Our brands are there in the moments that matter - being there for more people, in more of those moments, drives everything we do.
At Pentland, we’re guided by four principles, we use these to make sure we’re not only doing a great job, but we’re doing it in the right way:
- Success is a team game
- With clarity and courage
- Better as standard
- In good conscience
We believe in building brands for the world to love, generation after generation. Your potential is our potential and together we can build and grow brands that last.
KEY PURPOSE:
The Customer Operations Associate is responsible for managing and nurturing customer relationships through servicing a portfolio of accounts within the assigned brand(s) Orderbook, with primary focus on, but not limited to Key (EDI) Accounts. This role is responsible for managing & reviewing the seasonal orderbook per customer in partnership with internal partners (Sales, Distribution Center, EDI, Credit, etc.) to ensure timely order fulfillment is maximized. This must be delivered with a focus on customer journey and experience.
PRIMARY RESPONSIBILITIES:
Order Management & EDI Coordination:
- Process EDI orders, along with manual and B2B entries as needed, provide order confirmations/recaps, and communicate any impact to orderbook (inclusive of contracts, standard orders, clearance orders, in season samples, salesman samples, and free of charge orders).
- Responsible for specified brand/channel/sales rep/customer day-to-day order management to ensure on time in full delivery.
- Process requests from customers, internal partners, or via EDI communication for cancellations, returns, credits, debits, and assist in executing customer requirements including value added services.
- Work cross functionally with Commercial, Planning, Credit, and Logistics to ensure order flow in line with business and customer requirements.
- Proactively escalate issues impacting orderbook on time in full execution as necessary to appropriate parties.
- Validate accuracy of EDI inbound, change, and acknowledgement transmissions and resolve discrepancies.
- Generate and analyze daily reporting of order book, identify issues, and proactively address resolutions.
Customer Service & Relationship Management:
- Build strong, long-term relationships with customers by understanding their business needs.
- Accountable for relationship management with commercial teams and retailers including communication with retailers/buyers as appropriate
- Resolve customer issues and complaints with professionalism in a timely manner.
- Serve as the primary point of contact for assigned key accounts and support consumer escalations and resolutions.
- Create and maintain account SOP’s for assigned customers.
- Assist in special projects and/or tasks to support the needs of the business as assigned by Senior Manager of Customer Operations.
- Foster and maintain strong, relationships with key cross functional partners ensuring effective collaboration and alignment with business goals.
Process Optimization & Automation:
- Proactively assess current processes to identify inefficiencies and areas for improvement, ensuring a comprehensive understanding of existing workflows.
- Assist in the adoption of advanced tools, technologies, and industry best practices to enhance operational efficiency, accuracy, and decision-making capabilities, while reducing manual workload.
QUALIFICATIONS & EXPERIENCE:
- 2+ years of Key Account experience in Wholesale Customer Service or related role.
- 2+ years of proven experience with full end to end EDI order processing and troubleshooting required.
- Prior experience managing EDI transactions is required.
- Salesforce and SAP Experience a plus but not required.
- Experience in Wholesale Customer Service, Customer Operations, or Sales Operations, preferably in Swim/Apparel/Footwear Industry.
- Proficient in Microsoft Office, including Excel.
- Ability to work in a fast-paced, evolving environment and manage multiple priorities.
- Strong analytical mindset and problem-solving skills.
- Effective collaboration with cross-functional teams.
- Thrives in a fast‑paced, team‑first, high‑energy environment, with a positive, can‑do, customer‑focused attitude.
