Manager, Customer Service (Order Management)

Purpose & Overall Relevance for the Organization:


Responsible for performing sales operation functions and providing support to Country Manager and sales teams. Monitoring inventory level particularly how to move out inventory on hand efficiently and effectively as to maintain healthy Inventory Days Lasting (IDL). Lead order book management, plan and execute order life cycle process. Enhanced customer satisfaction through competitive service levels by meeting customer’s expectations


Key Responsibilities:


  1. To monitor the entire Sell In process (plan, organize and coordinate in T1 studio system) of sell-in meetings to ensure smooth and on-time execution. The process includes setting up trade meeting timelines, customers’ order placement, order review, final order consolidation report submission and providing inputs/attending buy meetings
  2. To monitor the entire Order Book Management process to ensure smooth and timely execution, including sales order entry, order allocation, delivery note (DN) creation, order book cleansing & re-dating
  3. To share with Operations team during 1st week of the month, current month Wholesale & Franchise forecast outbound SKUs & quantity for distribution center (DC) better outbound planning
  4. Follow-up with Wholesale & Franchise team on order cancellation for those orders not required and release to excess stock, shared with other channels/countries for any sales opportunities or any clearance proposal
  5. To monitor daily sales tracking report for DN creations performance against Wholesale & Franchise sales target ensuring monthly set targets are met. Follow up actions with account managers on the Net Sales shortfall
  6. Standard reports: daily sales tracking report, monthly order allocation report to monitor and minimize backlogs, order cancellation report by reason code for sign-off
  7. Ensure proper documentation of Defectives and Perfect returns from customers, overseeing return collection & Return Authorization (RA) posting
  8. To lead and coordinate purchase order / open demand cancellations, Retail Intro Date (RID) push exercise and liaison with Purchasing & Demand Planning for any follow-up actions
  9. Lead and guide the Customer Service team to provide excellent services internally & externally. Build and maintain a self-initiated continuous improvement team
  10. To lead bi-weekly Sales & Operations (S&OP) meetings for Wholesale & Franchise team sales operations topics
  11. To monitor monthly inventory level and provide information such as slow-moving stocks, product delays, excessive stocks levels, backlog orders, and all relevant stock issues
  12. To recommend to Country Manager and Finance Director on remedial actions to be taken on the stock situations. Establish a clearance sales program that stimulates moving clearance stocks and keep inventory at a healthy IDL
  13. To liaise closely with Operations / Purchasing teams on status of stocks arrival as to coordinate on how / when to channel out inventory on hand
  14. To liaise and coordinate with Inventory Clearance Manager (ICM)or any clearance channels on liquidation of aged inventory and intercompany stock transfer related processes
  15. To liaise closely with the Operations team on efficient and systematic clearance of non-current stocks
  16. To co-lead with Operations on product delivery process so that our customer commitments are achievedConfirmed on Time in Full” (COTIF)
  17. Assist in Wholesale & Franchise customer segmentation set up in the system
  18. Handle and direct customers’ inquiries/complaints to appropriate departments and provide optimum solutions to appease customers
  19. Provide SAP/MSTR system knowledge support to other channels such as providing system training for new reporting/processes
  20. Act as gatekeeper for any stock category transfer (SCT) between channels & share stock pool and ensure sock sharing principle always in compliance



  1. To consistently develop functional & social skills of direct reports
  2. To set personal targets, provide constructive feedback, and regularly evaluate the performance of direct reports
  3. To manage all reports as an integrated team by setting team objectives and targets
  4. To ensure smooth operations of all direct reports along with all interfaces



Knowledge, Skills, and Abilities:



  • Manager business process and project
  • Planning and Organizing
  • Analysis and resolute problem solving
  • Influencing skill
  • Order book management



Pre-requisite Knowledge / Skills

Diploma/Degree in Finance or Business Administration or related field

Minimum 5 years work experience in a similar field, preferable experience in the sport or clothing industry

3 years experience in managing and leading teams

PC literature, excellent oral and written communication skills in English and local languages

Strong in organizational skills, influencing skills, good interpersonal and communication skills, and self-confidence in interacting with all levels within and outside the organization

Mature, dedicated, resourceful, and committed towards works and employees

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:  Manager, Customer Service (Order Management)

Brand:  adidas
Location:  Petaling Jaya
TEAM:  Customer Service
State:  10
Country/Region:  MY
Contract Type:  Full time
Number:  396588
Date:  Dec 29, 2021