Customer Service Manager - ,

As our Customer Service Manager, you'll lead the business by driving order management process improvements and innovation, which will enhance our customer's experiences with Nike. You'll work with Sales, CFS, C/S, Operations, Logistics, Delivery and our customers to proactively plan the delivery of key seasonal initiatives throughout the business cycle. You'll develop specific plans in partnership with marketplace and sales leaders. You'll also develop quarterly support plans for marketplace strategies guaranteeing marketplace order-management results: account metrics, store openings, events/promotions, and implementation of new services. You'll be the main point of contact for their account base, sales, supply chain and CFS, and drive the resolution of escalated issues cross-functionally and in a timely manner. You'll work with the U.S. Customer Service Management team to deliver on business results and "One Customer Service" through collaborative planning, regular calibration, and integration. Furthermore, you'll report Customer and OM Metrics using standardized scorecards monthly. You'll drive business meetings, articulating the customer service and customer point of view. You'll be responsible for motivating and inspiring their teams to create and sustain consistent and quality experiences for our business partners on a regular basis. You'll also create an environment that empowers employees to manage and enhance their customer's experience with Nike, by providing training, industry knowledge, and the tools required to exceed our customers' expectations. You'll recognize and reward individual and team performances. You'll coach, mentor and develop direct reports in a supportive environment where employees are encouraged to perform at their potential. Moreover, you'll participate in the interview and selection process for new employees within the department and at the Supervisor level across Customer Service. You'll execute plans across their team, that includes recruitment, succession planning and human resource development planning. You'll develop and execute internal and external communication strategies. You'll also maintain cross-functional communication to solicit input and resolve issues. You'll maintain communication with stakeholders to assess customer satisfaction. You'll hold regular staff and small group meetings to share info and receive feedback. In addition, you'll attend supply chain QBRs, Sales meetings, and other cross-functional meetings that contribute to the Customer Order Management objectives and the customer experience.

Account Services Manager - ,

The heart of Nike is built around one simple idea -- innovate. Whether that innovation is called Nike Air or ACG or Nike Swift or Nike Shox, the principle is the same: think something that nobody has thought before, or improve something that already exists. It's how we create our products, and it's the way we treat the people we work with.

So take chances. Think bigger than the next achiever. Just know one thing. The more you succeed, the higher we'll raise the bar.

But would you really want it any other way?

As an Account Services Manager - US Customer Service, you'll lead a team of Nike's Customer Service Representatives in all aspects of order management for our Retail and Sales partners for all product categories. You'll provide proactive, high-quality, professional service that supports the business plan for US Sales and Customer Service, our retail accounts, Account Logistics Services and US Operations teams. You'll plan, prioritize, organize and monitor staff workflow to achieve account and business unit goals; provide direction to staff regarding management of order processing systems for order placement, availability, substitution, claims and returns, as well as other system applications; and focus on processes that improve profitability, including reduction of charge backs, improvements to on-time deliveries and increase fill-rates. You'll also stay current with the retail environment to understand the impact of new processes. In addition, you'll facilitate order management and customer service changes by working with our Customer Relations Managers, Account Logistics Directors, Sales Management, General Merchandising Manager, Strategic Account Sales Managers, Account Executives and Retail Accounts as appropriate.

USA Nike Jobs - Customer Service

Customer Service Manager - ,

Account Services Manager - ,