Senior Planner Retail Services
Hanes Brands

Job Info

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Overview

Responsible for overseeing and directing Retail Services activities including commits, bulk order entry, order reviews, bulk uploads, set up of new customers, standing and blanket order contracts. Works with Senior Management and department heads to coordinate Retail Services activities with Company-wide goals and objectives. Ensures that customers are promptly, courteously, and professionally served and their questions and problems effectively resolved. Oversees the support of sales and customer ensuring the resolution of customer requests and complaints in a timely, professional manner. Ensures that professional relations exist with external contacts. Directs, trains, supervises, and appraises Retail Services personnel.

Responsibilities

• Assumes responsibility for ensuring the effective performance of Retail Services department functions.
• Ensures that information and technical assistance is provided to customers in a timely and accurate manner.
• Develops and implements Retail Services policies and procedures that support company-wide strategic goals.
• Ensures that customer commits are received and processed accurately in a timely manner.
• Oversees all processing functions, related documentation, and filing systems.
• Oversees and directs the resolution of routine customer complaints and problems.
• Gathers and summarizes critical customer feedback to Senior Management.
• Monitors Retail Services functions and policies and procedures to ensure superior customer service. Provides recommendations to senior management.
• Assumes responsibility for ensuring effective technical service to customers.
• Ensures superior technical support. Reviews the customer compliant files. Oversees the research and resolution of problems.
• Provides feedback to other departments including sales, marketing, and product development to upgrade products and prevent reoccurrence of problems.
• Ensures that customers are appropriately educated about Company products.
• Maintains and projects the Company's professional reputation.
• Assumes responsibility for providing effective sales and marketing support.
• Ensures that sales leads and customer needs are appropriately referred and followed up.
• Provides input on new products to research and development personnel.
• Provides technical sales support for representatives as needed.
• Develops and presents technical training as required.
• Effectively supervises Retail Services personnel, ensuring optimal performance.
• Provides leadership through effective goal setting, delegation, and communication. Ensures that personnel are well informed of policies and procedures. Discusses service areas needing improvement.
• Trains, directs, and coordinates personnel. Provides assistance and support as needed. Develops and conducts training to ensure effective customer service.
• Conducts performance appraisals. Provides suggestions for improved performance. Formulates and implements employee corrective actions as needed.
• Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management.
• Assists and supports related departments as required.
• Keeps management informed of area activities and of any significant concerns.
• Attends and participates in meetings as required.
• Completes reports, records, and other documentation as required.
• Assumes responsibility for related duties as required or assigned.
• Completes miscellaneous Retail Services functions and special projects as assigned.
• Ensures that work area is clean, secure, and well maintained.
• Stays informed of changes in the customer service field.

Qualifications

Qualifications required to fulfill the position's responsibilities:

• Education/Degrees: Bachelor's degree business or a related field with 3 to 5 yrs of experience.
• Required Knowledge: Knowledge of Company products. Familiarity with pricing and sales procedures. Thorough understanding of customer service practices.
• Special Skills: Proficiency required in Excel and other PC Office Applications.
• Type of experience: Supervisory experience. Customer Service experience preferred.
• Required travel

Preferred experience, skills, and education that are not required for job but beneficial to role (i.e. bi-lingual).

• Excellent communication and public relations abilities. Strong trouble-shooting and problem-solving skills. Ability to train and supervise others. Service orientation and sincere willingness to assist others.

Competencies or behavioral characteristics required to accomplish primary accountabilities of job.

• Retail Services functions are completed accurately, timely, and in accordance with established policies and procedures.
• Professional business relations exist with customers and other internal departments. Questions, problems, and information needs are resolved courteously, effectively, and promptly. Customer assistance is provided as required.
• Technical service questions and complaints are resolved quickly and the Company's professional reputation is maintained.
• Required documentation, records, reports, and files are complete, accurate, and up-to-date.
• Department personnel are effective, efficient, and well supervised. Personnel are assisted and supported as needed.
• Effective working relations and coordination exist with Company personnel. Information is obtained and conveyed as needed. Technical problems, customer product needs, and sales leads are appropriately referred.
• Management is informed of area activities and of any significant concerns.

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status

EOE/AA: Minorities/Females/Veterans/Disabled

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553

Email: HBI_TA@hanes.com

This job has expired.