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Director Wholesale Customer Service

Purpose:  Responsible for the development, continuous improvement and delivery of customer service and high customer satisfaction. Drives the strategic development of operations to deliver key service outcomes for our customers.  

 

Key Responsibilities:

  • Define necessary tools and roadmap to develop the Customer Service operations through systems, processes and people.
  • Drive strategic initiatives within the Customer Service team together with cross-functional partners in operations, sales, finance, merchandising and business planning.
  • Work with senior leadership team to develop outbound sales strategy to achieve internal sales targets and goals.
  • Deliver service gap assessments based on current capabilities vs strategic planning.
  • Define and evolve service strategies to deliver best in class performance.
  • Define, assess and enhance customer T&C to increase operational efficiencies.
  • Monitor channel chargebacks and developing strategies to minimize risk.
  • Responsible for all orderbook and account management activities.

 

Key Relationships: 

  • All major accounts
  • Channel Sales Leads
  • Warehouse-Product Supply
  • Customer Fulfilment
  • Supply Chain
  • Finance
  • Human Resources
  • Sales reps
  • Legal

 

Knowledge Skills and Abilities:

  • High degree of commercial and business acumen
  • Strong strategic as well as operational skills
  • Develop and utilize business judgment to make decisions
  • Demonstrated leadership skills
  • Works well under pressure
  • Demonstrated problem solving skills
  • Excellent written/verbal communication.
  • Microsoft Office skills, knowledge of internal order management systems preferred

 

Requisite Education and Experience / Minimum Qualifications: 

  1. Bachelor degree in business administration with focus on Sales/Marketing/Supply Chain
  2. 5-10 years in the sporting goods industry in a CS or business role
  3. 10 years sales/customer service experience minimum

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:  Director Wholesale Customer Service

Brand:  adidas
Location:  Portland
TEAM:  Customer Service
State: 
Country/Region:  US
Contract Type:  Full time
Number:  205869