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 the Sales organization and key departments to achieve the company strategic business plan.
Responsibilities
- Be an expert in operational and commercial areas, ensuring excellent Customer Service and proposing practical enhancements.
- Manage day-to-day customer requests, resolve queries and provide creative, efficient solutions.
- Communicate with wholesale accounts through aligned communication channels.
- Provide relevant 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 provide specific expertise.
- Coordinate new customer set-ups and changes to customer data with internal departments.
- Process and handle orders and contracts, track delays and cleanse the orderbook.
- Ensure timely delivery-note creation and support issue resolution, including order prioritisation.
- Maintain approved exceptional discounts and support launch-sensitive product deliveries.
- Monitor electronic receipts and coordinate corrections using tools such as EDI.
- Coordinate special handling requirements, shipping and packaging requirements, system maintenance and warehouse information.
- Process returns and complaints in line with policy and record requests in the CRM system.
- Validate, record, reject or approve claims for credit notes and clarify outstanding charges and invoice reductions.
- Perform special tasks, trade agreements and customer-specific delivery management for campaigns and promotional or 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, negotiation and relationship-management skills.
- Functional knowledge of Customer Service, Sales and Finance, with commercial and business acumen.
- Fluent written and spoken English; additional languages are a plus.
- Advanced working knowledge of MS Office, SAP, Salesforce and MicroStrategy.
- Customer orientation, presentation and communication skills.
- Process-oriented mindset and understanding of complex correlations.
- Ability to work under pressure, meet deadlines and manage conflicting priorities.
- Ability to travel if required.
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, 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.