Specialist Customer Service TEMPORARY - 1 YEAR

Purpose & Overall Relevance for the Organization:

To support the Wholesale business to achieve sales and market strategy objectives

To ensure a reliable, adequate and competitive customer service level for all adidas Key Accounts.

This is a temporary position.

 

Key Responsibilities:

• Recording and managing all types of orders (e.g. pre-orders and re-orders, contracts, call-off orders, off-price orders, direct shipments)
• Managing the customer order books, ensuring it is always updated according to the customer’s and company’s needs and requirements, including the monitoring of electronic receipts for errors and correcting these errors using the tools provided (e.g. SASnet, EDI, missing article master data), revising fulfilment vs customer purchase orders, and shifting OB between ship-to’s
• Acting as key contact for customers’ inquiries about order and delivery status, change requests, returns and claims, with communication through telephone, email, and customers’ B2B portals
• Compiling various order-related analyses and reports at the request of customers, sales reps or other related internal teams, concerning customer’s open order book & order conversion, returns and claims tracking, monitoring of cancellations and credit/delivery blocks, launches, pre-pack promotions, etc.
• Forwarding new customer set-ups and customer master data change requests from customers and sales team to CMD managers in Finance
• Special Handling coordination for new enquiries and changes
• Processing returns and complaints in line with the policy regulations while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance and the insurance department
• Extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities
• Support Sports marketing in processing of promo orders
• To drive standardization and automation of processes according to Global/LAM benchmark and best practices
• To ensure reliability and responsiveness to customer requests and complaints by training, ongoing performance monitoring and fostering innovation and implementation of digital tools (e.g. ASSIST)
• To ensure visibility of business and target tracking due to commercial data consolidation (Sell in, sell out, market share)
• To ensure transparency on Excess Inventories Levels and allocation to Sales Departments with highest possible net sales and margins without disturbing regular distribution

 

Key Relationships:

• Sr KAM/KAM, Business planners, Credit &Collection, Supply chain, MOPS, FP&A, GBS.

 

Knowledge Skills and Abilities:

• University degree or equivalent education required
• Broad and deep theoretical understanding of job function

 

Requisite Education and Experience / Minimum Qualifications:

1 year experience