John Irwin Email & Phone Number

Tres Cantos, ES

Madrid

• Pricing; ensuring timely approval and communication of pricing
• Processes and procedures; creation of processes and procedures to support my colleagues in achieving KPIs
• Resolution of escalations
• Completion of KPI report and RCA of any misses
• Working with Demand planning to maintain stock levels
• Project support; liaising with demand planning to improve Lead-times and with Business units for project pricing

Madrid

• Responsible for the smooth order management flow to UK strategic accounts
• Running weekly reports.
• Reporting to country on account issues.
• Assisting Sales in any order enquiries and order entry.
• Clean up and monitoring of order books.
• Returns

Building/Dismantling promotional eventsDealing with General Public

Derry

• Raising and managing faults and liaising with Openreach and BT Wholesale to ensure customer’s issues were resolved in a timely manner.
• Supervising the Case Management Team and Service Desk. 15 – 20 people.
• Handling high level escalations.
• Processes and Procedures documentation and enhancement.
• Business improvement, carrying out root cause analysis.
• Confidence testing, including server upgrades.

Hilversum, Netherlands

• Responsible for the continuous process improvements within the Nike Customer Service organisation.
• Being the Country point of contact for all system related issues.
• Analysing all Key Performance Indicators (KPI), trends and root causes to make recommendations for process/system improvement, in alignment with the Country and EMEA business plans.
• Review the Customer Service training material, identify any misses or opportunities and provide feedback for future amendments.
• Provide business support and Country requirements for the continuous SAP/NSC system upgrades.
• Support and training of new Business Analysts throughout the EMEA region.

Hilversum, Netherlands

• Attending management meetings to continue the transition of the business and the system through new upgrades of SAP.
• Working operationally alongside finance, Sales in country, account logistics teams, and the Nike warehouses to ensure smooth order management to the UK & Irelands account base.
• Training and introduction of new and existing Customer Service Representatives to the SAP system.

Responsible for the smooth order management flow to UK strategic accountsRunning weekly reports.Reporting to country on account issues.Assisting Sales in any order enquiries and order entry.Clean up and monitoring of order books.Working alongside my strategic work colleagues to provide a superior level of customer service.

Working on a variety of projects in Ireland, England & ScotlandManagement of smaller construction sites with responsibility for + 10 men on eachSuccessful completion of assigned work & development of people skills.