Customer Service Executive

**SPEED & SPIRIT** is what we look for in our candidates, defined by some simple values that inspire us to **BE DRIVEN** in our performance, **BE VIBRANT** in our sporting legacy, **BE TOGETHER** in our team spirit, and to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click **APPLY ONLINE** and follow the steps to upload your application. **YOUR MISSION** ---------------- The Customer Service Executive will manage the OTD process in the Cluster and Countries according to Global and Regional Operations strategy.  She/he is responsible for fulfilling Customers (Retailers) service level agreements and KPIs execution across the Area/Countries in alignment with Operation’s strategy. **Key Responsibilities** 📦 **Execute order to delivery process:** Ensure an excellent customer experience by managing the **Order-to-Delivery process** in line with global, regional, and cluster guidelines and KPIs. Coordinate key activities such as **order management, scheduling, allocation, order release, outbound operations, returns, and defective product management**, ensuring smooth and efficient execution across the Cluster/Country. **🚚 Close collaboration with logistic partner:** Build a strong partnership with our **third-party logistics provider** to ensure deliveries are made **on time** and according to customer requirements. Support operational excellence through effective communication, training, warehouse visits, and ongoing collaboration. **🤝 Ensure best service to puma customers:** Act as a key partner for the **Sales Team** in the execution of go-to-market activities at Cluster and Country level. Deliver outstanding customer support while consistently achieving **service level targets and KPIs**. **⭐ Focus on customer relationship:** Provide best-in-class support to assigned customers, ensuring operational requirements are met and customer issues are resolved efficiently. Proactively identify solutions, support product replenishment opportunities, and contribute to business growth through a customer-focused approach. 🌍 **Strong alignment with other functions:** Work closely with **Sales, Finance, Marketing, and Operations teams** to coordinate deliveries, reduce claims, and optimize logistics costs. Ensure successful **product launches** by executing plans aligned with the marketing strategy and business objectives. **Be the key link between customers, sales, and operations ensuring an exceptional service experience and contributing directly to PUMA’s success.** 🚀 YOUR TALENT ----------- **Education:** * **Bachelor’s degree or higher education** in business administration, supply chain management, logistics, or a related field. **Skills:** * Strong **analytical skills** * Proven experience in tools & technology * **Results oriented** * **Customer Service oriented** * Ability to work alongside other functions * Good **communication** skills and excellent capabilities to resolve issues. **Experience:** * This role requires **2-3 years of experience** in customer service or similar roles, preferably in sporting goods industry. * Experience in management tools: **SAP SD, Office** (Excel and Power Point), Power bi (not excluded). Knowledge of other CRM systems will be highly valued. * Understanding of **Order to Deliver process** knowledge and capability to analyze customer data and KPI’s * **Languages**: Fluent **Spanish** and high level of **English** is required. Portuguese will be highly valued. PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination. At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience.To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play. PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide.