Manager, Customer Service

Purpose / Mission

Manage and develop the Customer Service function for Wholesale and Franchise accounts in the Philippines, ensuring reliable daily execution, accurate customer-order administration, and achievement of agreed service levels. This role leads defined order-management activities, including allocation and stock reservation coordination, approved system redating, delivery-note execution, orderbook and inventory-related system cleansing, and fulfilment performance reporting.

Responsibilities

• Implement Customer Service direction and standards for Wholesale and Franchise accounts.
• Manage day-to-day Customer Service activities, workload, customer requests, complaints, documentation, controls, and financial reconciliation.
• Partner with Account Managers, OBF, Logistics, Finance, and other stakeholders on customer commitments, recovery actions, and improvement initiatives.
• Lead sales-order processing, including order collection, validation, allocation coordination, stock reservation, confirmation, and customer communication.
• Perform approved phasing and redating transactions, delivery-note processing, and orderbook and inventory-related cleansing in the system.
• Maintain transaction accuracy, approval compliance, documentation, and auditable records of material system changes.
• Calculate, validate, and report fulfilment metrics; lead consolidated root-cause analysis and track corrective actions.
• Implement playbooks, operating cadences, SOPs, service levels, controls, and performance views.
• Drive simplification, standardization, automation, and actionable customer-service insights.
• Lead, coach, and develop the Customer Service team, including work allocation, quality monitoring, capability building, and backup coverage.
• Comply with applicable policies, approval authorities, documentation standards, access controls, segregation of duties, and audit requirements.

Knowledge, Skills, and Abilities

• Strong Customer Service operations, order-management, system-execution, and people-management capability.
• Working knowledge of order-to-invoice, allocation, reservation, redating, delivery-note processing, orderbook cleansing, claims, returns, deductions, and logistics interfaces.
• Ability to interpret fulfilment metrics, coordinate root-cause analysis, and translate findings into corrective actions.
• Commercial awareness, stakeholder coordination, influencing, conflict resolution, and escalation-management skills.
• Data literacy and proficiency in ERP and order-management systems, Excel, PowerPoint, and reporting or visualization tools.
• Clear communication skills; fluency in English and the relevant local language.

Minimum Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Commerce, Finance, or a related discipline.
• Typically 5 or more years of relevant experience in Customer Service, Commercial Operations, Sales Operations, order management, or order-to-invoice.
• Demonstrated experience leading teams and managing operational service performance.
• Experience executing and controlling customer-order transactions in an ERP environment.
• Experience implementing process improvements, service standards, controls, or cross-functional action plans.

Company Culture

adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, and respect, with a strong commitment to diversity, equity, and inclusion.