Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.
JOB MISSION:
As a customer operations specialist you will provide an excellent service to all New Balance customers, offering a seamless end to end service and a high level of customer care and follow up. You will provide support and administration to the UK and Ireland Sales team whilst managing the order processing and order book conversion for independent wholesale accounts and contribution to achieving the year end number.
The successful candidate will be pro-active, professional and a supportive team player. Act as an ambassador of New Balance and demonstrate the key values of Integrity, Teamwork and Total Customer Satisfaction.
MAJOR ACCOUNTABILITIES:
Placing forward orders in line with monthly order cut off. ASAP and top orders to be placed as requested.
Ensure all customer and consumer enquiries are dealt with promptly and professionally.
All customer calls to be answered promptly and professionally.
Maximise order book conversion by collaborating with Sales, Finance, Logistics, and the customer.
Attend scheduled Account Manager meetings with sales reps to ensure a full orderbook review.
Order books sent weekly to customers and Account Managers where required.
Manage day to day customer service activities with the aim to fulfil customer requests, resolve queries and provide creative solutions.
Reconciles to be actioned and communicated to the customer.
Ensure that the order book is dated and aligned to key product launches and intros as well as customer required delivery dates.
Adhere to Action Orderbook Cleanse and Housekeeping monthly ensuring all deadlines issued by the team are executed.
Ensure all labelling and booking requirements are met and deadlines adhered to.
Ensure cancellations are processed in line with EMEA policies.
Regular product and technical knowledge gathering via colleagues, NB link resources and web research to maximise knowledge and expertise and provide an excellent service to our consumers and customers.
Communicate effectively with all members of the team and the wider business, escalating any issues outside your remit to the appropriate department.
Work within the Data Protection policy to ensure that we are meeting our obligations.
REQUIREMENTS FOR SUCCESS
Experience in a similar role or industry.
Clear and concise communicator.
IT literate – Microsoft Office skills essential – including a knowledge of excel.
Strong organisation & Time Management skills.
Strong numeracy and literacy skills.
Strong problem-solving ability.
Strong attention to detail.
Good relationship builder with internal and external customers
Pro-active approach
Works well under pressure and strict deadlines
Total Customer Satisfaction mindset
BENEFITS:
Discretionary Bonus Opportunity
Private Medical Insurance
Dental Scheme
Pension Scheme
Flexible Working Hours
Hybrid working (3 days on-site)
25 days Annual Leave per year
Life Insurance
On Site Gym
Employee Discount
Flexibility to work 20 days from anywhere each year
Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)
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Equal Opportunity Employer:
New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.
If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.
Skills Required
- Experience in a similar role or industry
- Clear and concise communication skills
- IT literacy and Microsoft Office skills, including Excel
- Strong organization and time management skills
- Strong numeracy and literacy skills
- Strong problem-solving ability
- Strong attention to detail
- Ability to build good relationships with internal and external customers
- Proactive approach
- Ability to work well under pressure and meet strict deadlines
- Total Customer Satisfaction mindset
New Balance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about New Balance and has not been reviewed or approved by New Balance.
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Healthcare Strength — Benefits coverage is described as comprehensive, including medical, dental, and vision options alongside wellness resources like health coaching. Fitness reimbursement is also cited as part of the overall health and wellness offering.
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Retirement Support — Retirement support is positioned as strong, with a 401(k) plan and a company match described as dollar-for-dollar up to a stated contribution level in some locations. Life insurance and disability benefits are also included as part of the broader financial protection package.
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Leave & Time Off Breadth — Time-off offerings are characterized as generous, with paid holidays, vacation time, and paid sick leave highlighted. Flexible schedules and telecommuting options are also described as supporting work-life balance.
New Balance Insights
What We Do
In 1906, New Balance began as a humble one-man operation founded on the belief that “we were born to move,” and has since grown into an international corporation, selling footwear and apparel in over 120 countries and employing over 8,000 associates worldwide. Our mission has always been to support the performance of athletes, and with an unparalleled focus on quality and craftsmanship, we’ve come to set the standard for comfort and fit in an industry all too often driven by hype. We’re incredibly proud of our history and how far we’ve come, but companies don’t thrive for over a century by being content. Whether it’s setting a new style trend, retooling our manufacturing process, or building a new state-of-the-art headquarters, we pursue innovation with a spirit of fearless independence. As the only privately held major footwear company in the world, we’re free to do things our way, pushing limits and testing boundaries as we continually reimagine what could be. After all, the status quo isn’t static. But doing things our way wouldn’t mean much if we weren’t also doing them the right way. We invest in our associates as they invest in us, and as we move forward, we make a point of giving back, supporting communities around us through ambitious philanthropic efforts and involvement programs. We are a company that cares, and our culture is one of integrity and teamwork where together we become greater than the sum of our parts.
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