Sales Keyholder at Under Armour driving sales, coaching teammates, and enhancing customer experience in retail store. Leading by example and ensuring high standards of service and store operations.
About the role
- Lead AM Sales Desk Specialist ensuring alignment across teams for customer delivery needs. Driving operational excellence and customer satisfaction through effective leadership and support.
Responsibilities
- Monitor Global CCC KPIs and address and resolve CSAT cases.
- Develop an accountable, collaborative, diverse, entrepreneurial, and passionate team.
- Drive operational excellence to our IAM and OES partners.
- Day to day support of the Sales Desk Agent Team and new employee training
- Help drive alignment with the Aftermarket distribution centers and manufacturing plant(s) to ensure allocation to meet customer delivery needs.
- Support process improvement by improving overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
- Maintain or create work instructions and quick references for the team; collaborating with Service Desk Organization Leader.
- Help drive customer satisfaction on all performance indicators by engaging cross functional teams as applicable.
- Provide backup support for the team in shortage situations. This can include but not limited to: Answering incoming customer phone calls and provide professional first-class sales support, email support, and/or entering in orders.
- Review and provide feedback through call reviews and email monitoring and support and back up Customer Service Team Leads.
Requirements
- Bachelor's Degree or equivalent years of relevant experience
- 2+ years of experience in a help desk, service desk, call center or equivalent technical service management environment
- Strong understanding of regional aftermarket value chain (product knowledge, pricing, marketing, branding, distribution), customer requirements and trends
- Strong critical thinking skills with exceptional analytical, communication, interpersonal, and organizational skills.
- Negotiation skills a plus.
- Ability to act as a strong service leader in front of the customer with knowledge of material availability
- Ability to communicate effectively laterally and horizontally to internal and external business partners
- Skilled SAP management.
- Understanding of existing OES LTAs and agreements concerning Aftermarket/understanding of dealers and IAM network
Benefits
- Annual Incentive Plan
- Paid Vacation
- 401k Plan
- Health Care Benefits
- Paid Holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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