Accountabilities:

• To execute Customer Service strategy.
• To deliver performance levels as outlined in the adidas group standards.
• To deliver reliability and responsiveness to customer requests and complaints.
• To insert accurately customer pre-orders, stock and clearance orders in the system.
• To call-off existing contract orders.
• To process and send out the order confirmations.
• To adjust order book according to delivery information and inform customers and sales team on delays.
• To collect reactively re-orders for Customers.
• To generate & compile inventory data to ensure healthy stocks level; Monitor article drops, shipment tracking and ensure all Preorder have been picked up.
• Provide operational support for customer related functions on in-season injection buy. Coordinate with internal and external stakeholders and ensure all orders are captured in the system correctly.
• To generate credit notes e.g. wrong pricing, wrong discounts, off-invoice discounts payment
• To register and process returns and claims
• To issue reports to follow up the different CS activities upon request
• To send weekly sales report
• To send weekly / ad-hoc delivery plan to warehouse for confirmation on delivery note creation
• To establish adequate interface and communicate efficiently with internal cross-functions and external stakeholders
• To maintain the order book accordingly (e.g. delivery date adjustments, cancellations, cleanse), ensuring accuracy on delivery dates and quantities

Knowledge, Skills, and Abilities:

• A motivated and proactive self-starter
• Excellent written and verbal communication skills
• Strong project management skills to ensure timeliness across multiple workstreams and deliverables
• Ability to work independently with minimal supervision
• Ability to demonstrate strategic thinking and sound decision-making in the face of ambiguity
• Solid understanding of order management processes and systems
• Strong people skills for successful internal and external stakeholder management

Requisite Education and Experience / Minimum Qualifications:

• Professional Background/Experience:
  • Functional: Minimum of 2 years of work experience in order management, sales operations, demand planning
  • Industry: Apparel/ fashion or FMCG Retail, 
  • Exposure: Sports, Fashion
• IT:
  • Outlook: Advanced
  • Word: Advanced
  • Excel: Advanced 
  • PowerPoint: Advanced
  • Systems:  SAP (having knowledge of sales and distribution modules will be an advantage)
• Language Skills:
  • English: Advanced
  • Local Language: Fluent