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Assistant Manager Customer Service, Wholesale

Purpose & Overall Relevance for the Organization:

  • Support the assigned sales Channel to Achieve sales and market strategic Goals.
  • Ensure and Develop a reliable, demand-oriented and competitive Customer Service Level for all Customers of the defined Sales Group (adidas, Reebok).

 

Key Responsibilities:

  • Provide exceptional customer service through professional, timely and accurate communication.
  • Respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external, relative to all accounts.
  • Return and Complaint processing according to the rules of policy in intensive cooperation with the internal and external SCM partners as well as Finance.
  • Work proactively with Supply Chain Management team to ensure all orders are processed to meet customers’ delivery expectations. 
  • Participate proactively in Projects and Workshops to achieve departmental goals. Lead and take care of team member for projects/workshops. Suggest CS Manager in case of necessary to hold new projects/workshop.
  • Participate as a Customer Service Team Leader in IT and SCM projects on a system and Process basis; Deriving system and Process adjustments and controlling Them At local/global Interfaces. Demonstrate a high level of knowledge of systems and end to end supply chain processes. Lead and assist team as a leader.
  • Work with Sales/CS Manager/SCM to improve all work efficient including product delivery, call-off methods, system, master creating and so on. Report status and issue to CS Manager regular basis.
  • Participate as a Customer Service Representative in any new process, enhancement and so on.
  • Following specified account terms and existing Company policies, procedures and programs ensuring accuracy for all account order commitments, relative to terms, pricing, product information, stock availability, routing, product delivery, UPC codes or any other agreed upon specialty services, handling and/or compliance guidelines. In case of any issue, report it to CS Manager immediately.
  • Develop strong relationships in order to provide excellent service delivery to Sales and Customers. Close Cooperation with the Sales Team and its Support in Customer Support with the Customer Service specific process know-how. Lecture Customer Service know-how to team members/Sales as required.
  • Actively participate adidas, reebok product knowledge sessions, Department Meetings or Technical Training Sessions and Lead CS team for this action.
  • Lead in training/orientation of new Comers including temp staffs with Manager's support. Review training scheme regular basis and suggest CS Manager/Team for improvement points.
  • Manage trouble-shooting for any Customer Service related issue. Report CS Manager the issue in case the issue is critical.
  • Other duties as assigned by CS Manager/Sales.
  • Use as Key User or Tester in IT projects on a system and Process basis, as well as Updating and Processing the Test Scenarios. Informing the Teams on the most important Innovations. Responsible to lead key user as a leader.
  • Analyze and create a report for any Project/Workshop within CS and share to CS members.
  • Work for all administration regular tasks(Register/Maintenance Customer Master, Transfer inventory, Change/Create credit note, Return management etc) and assist CS Manager to manage critical tasks.
  • Work for all data management support for CS account team. All inbound call operation. All administration/operation support for CS and Wholesale team.
  • Understand all tasks that Temp staffs handle and report the daily/monthly/quarterly status to CS Manager. As required, assist Temp staffs.
  • Participate in building new process or project, assist CS Manager and share information to team.

 

Key Relationships:

  • Sales
  • Customers
  • SCM
  • Finance
  • Marketing

 

KPIs

  • Net Sales/Margin/DCC of Sales
  • KPI of CS
  • Individual KPIs on the basis of 3Cs

 

Knowledge, Skills and Abilities:

  • Advanced Knowledge of how to Use Microsoft Office (especially Excel, PowerPoint, Word, Outlook)
  • Advanced SAP Knowledge
  • Deeper Knowledge of Operational Processes, including external
  • A good Understanding Of numbers
  • Cost Understanding, Understanding of Revenue generation
  • Advanced Communication Skills
  • A high level of Service Orientation when Dealing with internal and external Stakeholders and Customers
  • Advanced Knowledge Project Management
  • Ability to embrace change and adapt
  • Managing Relationship & Diversity
  • Learning & self-development
  • Proactive/Challenge spirit
  • Basic presentation/negotiation skill
  • Basic Credit/Accounting knowledge
  • Self-employed and self-responsible Way Of working
  • Advanced self-awareness
  • Process-oriented Mindset and a keen Understanding of complex Contexts
  • Strong analytical skills in reviewing reports, trends
  • Proactive planning and strong problem-solving skills
  • Basic leadership skill
  • Self-employed and self-responsible Working Methods with entrepreneurial Understanding

 

Requisite Education / Qualifications:

  • fluent in Japanese/business level in English

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Assistant Manager Customer Service, Wholesale

Brand:  adidas
Location:  Tokyo
TEAM:  Sales
State:  13
Country/Region:  JP
Contract Type:  Full time
Number:  196835