Purpose & Overall Relevance for the Organization
Manage the conversion processes of the orderbook of assigned wholesale partners while offering reliable, relevant and competitive service levels and establishing the most effective and efficient framework for the Customer Service organization. Deliver best-in-class service to an assigned account group, working in partnership with Sales and key departments to achieve the company strategic business plan.
Responsibilities
- Be an expert in operational and commercial areas, ensuring excellent Customer Service.
- Manage day-to-day customer requests and provide creative, efficient solutions.
- Communicate with wholesale accounts and provide order and article-related information.
- Produce, analyse and interpret data and reports.
- Resolve recurring issues with internal interfaces to prevent complaints or returns.
- Work closely with Sales and support the team with specific expertise.
- Coordinate new customer set-ups and changes to customer data.
- Process orders and contracts, resolve internal order issues, track delays and cleanse the orderbook.
- Ensure timely delivery-note creation and support issue resolution, including delivery prioritization.
- Monitor electronic receipts and coordinate corrections using tools such as EDI.
- Coordinate special shipping, packaging and handling requirements.
- Process returns and complaints in line with policy and record requests in the CRM system.
- Work with logistics partners and Finance on returns, refusals, claims, credit notes and invoice reductions.
- Perform special tasks involving trade agreements, customer-specific deliveries, campaigns, promotional goods and launch articles.
- Stand in for and support colleagues in other Customer Service groups.
- Optionally act as a key user or tester in IT projects and support projects, workshops and customer meetings.
Knowledge, Skills and Abilities
- Solid change-management skills and strong interpersonal, communication and negotiation abilities.
- Customer Service, Sales and Finance functional skills with commercial and business acumen.
- Fluent written and spoken English; other languages are a plus.
- Advanced working knowledge of MS Office, SAP, Salesforce and MicroStrategy.
- Customer orientation, presentation and communication skills.
- Process-oriented mindset and ability to understand complex correlations.
- Ability to work under pressure, meet deadlines and manage conflicting priorities.
- Ability to travel if required.
Requisite Education and Experience
- Master's degree, preferably in business administration.
- Minimum three years of experience, mostly in Customer Service, Sales or Sales Development.
- International background is a plus.
Key Relationships
Wholesale partners and accounts, Customer Service, Sales, IT, Supply Chain, distribution centres, external third parties, Credit Management, Finance, Marketing and Sales Development teams.
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.