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Customer Service Specliast PL/BAL

Purpose & Overall Relevance for the Organisation:

Offer reliable relevant and competitive service levels to assigned accounts, supporting internal and external customers to achieve market share growth in accordance with adidas guidelines and policies.

 

 

Key Responsibilities:

  • Apply overall Customer Service strategy
  • Apply available adidas group standards, policies and procedures and best practices in daily work
  • Manage full E2E Customer Service process for assigned accounts
  • Represent the assigned group of customers internally towards all functions and manage all interfaces
  • Manage proactively order-book of the assigned account ensuring on time in full deliveries
  • Minimize overdue orders through regular review of order books with sales managers and customers
  • Monitor deliveries in line with operations and drive adjustments on the order book
  • Attend telephone calls and reply e-mails / letters from customers and Sales temas e.g. information request, order book maintenance, cancellations
  • Process and send out the orders confirmations
  • Maintain the order book accordingly and send order book information to customers and account representatives
  • Participate actively and contribute to assigned projects
  • Be active on the System enhancement trough system release process as Key User when nominated
  • Secure customer deliveries / hard launches
  • Monitor and Report OB conversion / Cancellation / Re-orders
  • Follow the cleansing OB process
  • Full Claim & Return process - management and reporting via IC tool
  • Review monthly RFC
  • Management and operational reports
  • Create and maintain Sales orders
  • Trouble shooter role for Click
  • Local assigned functional processes (including Process Captains roles)

 

 

KPI’s:

  • Customer Service specific KPIs
  • Orderbook conversion
  • NS, Market share, contribution target achievement

 

 

Key Relationships:

  • Assigned wholesale partners
  • Sales Operations
  • Sales Channel
  • Customer Fulfilment
  • Finance
  • Warehouses and Carriers

 

 

Knowledge, Skills and Abilities:

  • Excellent written and verbal communication skills.
  • Well-organized, with enthusiasm and initiative with focus on effectiveness
  • Excellent interpersonal skills with customer oriented mindset.
  • Ability to work under pressure.
  • Solid business acumen.
  • A strong team player.
  • Analitical skills
  • Determination and “hands on” pragmatism

 

 

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 local language and in English (both written & oral).
  • Advanced user of MS office.
  • Solid knowledge of SAP, CRM(IC)  

 

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 Specliast PL/BAL

Brand:  adidas
Location:  Warsaw
TEAM:  Customer Service
State:  MZ
Country/Region:  PL
Contract Type:  Full time
Number:  302129
Date:  Feb 15, 2021