Senior Specialist Customer Service (m/f/d) - (temp. 12 months)

Purpose & Overall Relevance for the Organization: 

Support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel (adidas, Reebok) 



  • Independently providing customer service support to all assigned customers in Germany/Austria/Switzerland  

  • Communicating with the customers via all relevant communication channels and those used by the customers. This includes: 

  • Information relating to orders and articles, such as order confirmations, cancellations, article master data, replacement articles and delivery date information, terms and conditions, delivery notes, invoices and delivery receipts  

  • Compiling various order-related analyses at the request of customers or Sales (e.g. contract overviews, lists of backlogs) 

  • Working in close cooperation with internal and external interfaces (e.g. Sales, CS Team, Finance, Order Fulfillment) when dealing with the following topics: 

  • Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.  

  • Returns and complaints 

  • Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales 

  • Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management 

  • Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations 

  • Order book management:  

  • Recording and managing all types of orders (e.g. pre-orders and repeat orders, contracts, call-off orders, off-price orders, direct shipments) 

  • Managing deliveries to ensure timely and complete delivery, including order prioritization (e.g. requesting delivery by air freight), in compliance with the strategic guidelines for sales control 

  • Monitoring electronic receipts for errors and correcting these errors using the tools provided (e.g. EDI, missing article master data) 

  • Special handling coordination for new requests and changes:  

  • Checking the feasibility of customers’ shipping and packaging requirements and, if applicable, coordinating implementation within the system 

  • Aligning and formulating special handling agreements for customers in collaboration with the responsible Sales team 

  • Processing, system maintenance and forwarding of special handling information and, if applicable, labels to the warehouses and production facilities 

  • Processing returns and complaints in line with the policy regulations while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance and the Insurance department: 

  • Returns: checking and deciding on requests, in accordance with the signature regulations, followed by rejection or management of the process until credit note is approved  

  • Complaints: carrying out checks, recording, rejecting or approving – in accordance with the signature regulations – of credit notes in case of quality defects, immediate decision-making, formal/special handling errors, shortages, incorrect deliveries, over-deliveries, losses, transportation damage and returns, claims for damages, discount and price differences  

  • Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities 

  • Requesting return and/or intermediate transport from the logistics partners 

  • Finding solutions for problems in cooperation with interfaces (warehouse, forwarding companies, product management, procurement, returns department) in order to prevent complaints  

  • Independently processing and providing final clarification of outstanding charges and invoice reductions on the part of the customer 

  • Processing damage reports and notifying the Insurance department of transportation damage and losses 

  • Recording all processes in the CRM system and logging this information in the statistics for the purposes of status monitoring and KPI analysis 

  • Preparing the necessary documents in compliance with the applicable signature regulations for recording credits and debits 

  • Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involved 

  • Performing special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc. 

  • Standing in for and supporting colleagues working in other groups within Customer Service 


Knowledge, Skills and Abilities:  

  • Advanced working knowledge of MS Office, SAP/CRM and Business Objects  

  • Fluency in German and English (written and spoken) 

  • Understanding of costs and of sales generation 

  • High level of customer orientation and communication skills 

  • Process-oriented mindset and in-depth understanding of complex correlations 

  • Autonomous and independent working style  


Requisite Education and Experience/Minimum Qualifications:  

  • Successfully completed vocational training in the field of industry or logistics, along with further training or a Bachelor's degree  

  • 3+ years’ experience in providing customer support in the field of customer service, sales or logistics  

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:  Senior Specialist Customer Service (m/f/d) - (temp. 12 months)

Brand:  adidas
Location:  Herzogenaurach
TEAM:  Customer Service
State:  BY
Country/Region:  DE
Contract Type:  Full time
Number:  361337
Date:  Oct 23, 2021