Customer Service Representative Strategic Accounts

Purpose & Overall Relevance for the Organization:

 

People who can grow, create & work in a multinational team bringing skills and passion to a challenging and constantly evolving industry, to own the game and through sports to change people’s lives. adidas culture thrives by embracing diversity and rewarding imagination having a growth mindset.

To offer reliable, relevant and competitive service levels to adidas Strategic partners, while establishing the most effective and efficient framework for enhanced collaboration between adidas & partner and provide an excellent standard of sales support to our internal customers, to achieve market share growth, in accordance with Group’s guidelines, policies and strategy.

 

Key Responsibilities:

 

  • To execute overall strategy for the Customer Service organization in-line with the global strategy, aiming to maximum customer satisfaction
  • To ensure an appropriate organizational framework between adidas & partner and deliver premium service levels
  • To ensure reliability and responsiveness to customer requests and complaints by training key stakeholders and ongoing performance monitoring
  • To interact with Operations and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative supply chain approach
  • Collaborate with sales team to deeply understand customer’s needs, play as a key window to connect with internal functions to fulfill customer's needs and maximize revenue
  • Communicate with customer & sales team for order amendments and execute in system
  • Secure order entry in system with 100% accuracy within the defined timelines and rules.
  • Track the progress on the order fulfillment and drive the efforts cross-functionally to maximize coverage and shipment rate. Monitor delays and drive the communication internally & externally, highly focusing on launches availability and execution in line with Marketing activation plans.
  • Optimize report & analysis tools to detect, call out and mitigate risk in order to drive shipment rate and contribute to marketplace revenue
  • Review monthly FRC & actively participate in S&OP meeting
  • To participate actively in cross functional customer projects aiming to elevate service level agreements and implement defined strategy pillars
  • To measure progress on defined KPIs
  • Claim & Return management
  • Participate in SAP testing processes – future enhancements & deployments in SAP & Customer Service tools
  • Apply adidas standards, policies, procedures and best practices in daily work

 

KEY Relationships:

 

  • Strategic Customers
  • Sales and Sales Development teams
  • Marketing team
  • SCM team
  • Finance
  • Credit
  • IT

 

Knowledge, Skills and Abilities:

 

  • Excellent written and verbal communication skills
  • Excellent interpersonal and transforming skills with customer-oriented mindset
  • Well-organized, with enthusiasm, curiosity and initiative
  • Ability to work under pressure
  • Solid business acumen
  • A strong team player

 

Requisite Education and Experience / Minimum Qualifications:

 

  • University degree or equivalent
  • Minimum of 2-3 years of experience in Customer Service – preferably in Apparel / fashion / shoes or FMCG
  • Fluency in English (both written & oral)
  • Advanced user of MS office
  • Solid knowledge of SAP

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:  Customer Service Representative Strategic Accounts

Brand:  adidas
Location:  Athens
TEAM:  Customer Service
State:  A1
Country/Region:  GR
Contract Type:  Full time
Number:  472209
Date:  Aug 4, 2022