Consumer Service Manager

Purpose & Overall Relevance for the Organization:
To develop overall local strategy for the customer service function in line with the global & regional direction, aiming to maximize customer satisfaction to ensure higher and faster conversion rates of order books.
To ensure an active, efficient and reliable sales administration and execution of orders and a high service level for customers in compliance with sales policies & customer contracts.
Key Responsibilities: 
•    Main point of contact and reference for SAP as a Key User
•    To passionately lead the Customer Service function by offering reliable, relevant and competitive service levels to customers, while establishing the most effective and efficient framework and work procedures in line with GCSE
•    To ensure reliability and responsiveness to customer requests, complaints, required information from end to end processes (order placement to delivery including queries on orders, available stock, deliveries, etc.)
•    Ensures creating all sales orders in the system, maintaining a clean order book by reviewing cancellations, increases and update customers accordingly
•    Facilitate monthly delivery process, by monitoring stock levels to ensure higher order book conversation
•    To ensure proper administration, documentation and financial reconciliation of the customer base (customer claims and issue credit notes for special discounts, shortages, damages, etc.)
•    To support sales team in all reporting needs related to Order book, Sell-in, updated order book details, monthly rolling forecast, seasonal budget preparation for sales Dep.
•    Support business on delivery of sales as per set targets, monthly report and expected Net Sales in the beginning of the month. Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external. 
•    Contribute to the improvement of business by updating all COE Sales tools (CSD, ESS, KPI, BH, etc.)
•    Provide assistance and support to internal partners and LENA team for all topics relating to order placement and processing
•    To interact with Operations and Finance to ensure expected monthly Net Sales achievement, taking into account a collaborative supply chain approach 
•    Provide Master Data File for Clients
•    Provide information from BI HANNA/SAP for reporting purposes
•    Manage all early buys (consolidation), update trade terms on system
•    Validate SAP sales order discount and confirm matching with Trade terms.
•    Upload credit note in SAP in ensure capturing of correct credit note.
Knowledge, Skills and Abilities:
•    Strong communication & presentation skills
•    Strong numerical analysis skills
•    Team player with a flexible mind set
•    Fluent English & Arabic language skills
•    System expertise
•    Advanced reporting skills
•    Strong coordination & follow-up skills 
Requisite Education and Experience / Minimum Qualifications: 
•    University degree preferably in Business Administration
•    Functional:  4+ years of experience
•    Industry: Supply Chain or Operations / Customer Service

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:  Consumer Service Manager

Brand:  adidas
Location:  Holon
TEAM:  Customer Service
State:  M
Country/Region:  IL
Contract Type:  Full time
Number:  415048
Date:  Jan 13, 2022