Customer Service Executive

Puma
Barcelona
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2-3 yearsEducation: bachelorsSkills: ["Analytical skills","Results oriented","Customer service oriented","Communication","Issue resolution","Cross-functional collaboration"]

Manage the Order-to-Delivery (OTD) process for a cluster of countries, ensuring retailers receive service level agreements and KPIs are met. Coordinate end-to-end order management activities—including scheduling, allocation, release, outbound operations, returns, and defective product handling—while partnering with a third-party logistics provider to drive on-time delivery. Act as a key link between customers, sales, and operations to resolve issues, support replenishment opportunities, and contribute to product launches.

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FursaFursa
Puma
Puma
1 month ago

Customer Service Executive

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Manage the Order-to-Delivery (OTD) process for a cluster of countries, ensuring retailers receive service level agreements and KPIs are met. Coordinate end-to-end order management activities—including scheduling, allocation, release, outbound operations, returns, and defective product handling—while partnering with a third-party logistics provider to drive on-time delivery. Act as a key link between customers, sales, and operations to resolve issues, support replenishment opportunities, and contribute to product launches.
Location: Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage the OTD process across the cluster and countries in line with global, regional, and cluster guidelines and KPIs.
  • •Coordinate order management activities including scheduling, allocation, order release, outbound operations, returns, and defective product management.
  • •Partner closely with a third-party logistics provider to ensure deliveries are on time and meet customer requirements.
  • •Provide outstanding customer support for assigned customers, meeting service level targets and KPIs while resolving issues efficiently.
  • •Collaborate with Sales, Finance, Marketing, and Operations to coordinate deliveries, reduce claims, optimize logistics costs, and support product launches.

Key Requirements

  • •Bachelor’s degree or higher education in business administration, supply chain management, logistics, or a related field.
  • •2-3 years of experience in customer service or similar roles, preferably in the sporting goods industry.
  • •Knowledge of the Order-to-Delivery (OTD) process and ability to analyze customer data and KPIs.
  • •Experience with management tools including SAP SD, Microsoft Office (Excel and PowerPoint) and Power BI; knowledge of other CRM systems is valued.
  • •Fluent Spanish and high-level English are required; Portuguese is highly valued.
Experience:2-3 yearsSporting goods
Education:Bachelor's in business administration, supply chain management, logistics, or related field
Skills:Analytical skillsResults orientedCustomer service orientedCommunicationIssue resolutionCross-functional collaboration
Languages:SpanishEnglishPortuguese
Tech Stack:SAP SDMicrosoft OfficeExcelPowerPointPower BICRM systemsOrder-to-Delivery (OTD)

Company Brief

Puma
Global athletic and casual footwear, apparel, and accessories brand designing, developing, marketing and selling sports-inspired products for consumers and athletes worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1948
WebsiteLinkedIn