adidas Shared Services in Bogota delivers high quality services for Customer Service and Invoice to Cash, Accounts Payable, Retail Accounting, eCommerce Accounting and other Finance processes as well as HR Services for adidas companies located in Europe and Americas.

Account and Sales Operations is a key element within adidas wholesale customer service. This team is responsible for the claim’s activities such logistic claims and invoice management tasks. The team delivers all activities in timely manner and with the required quality. The team supports projects, including process standardisation, tools implementation and other ad hoc projects. Include billing process for Direct Shipments, preparation, research, adjustments for Direct Shipment needs, and miscellaneous administrative activities for adidas and Reebok. This position will assist other AR functions as needed if applicable.

Key Responsibilities:

• Invoice management activities such us billing transmition, billing error resolution and monitoring billing due list
• Claims management activities such us logistic claims and defect / used product
• Support communicating with customers via all relevant communication channels (e-mail, tickets, phone), providing information related to claims and billing
• Manage customer relationship, which includes problem resolution and root cause analysis
• Manage the relationships within customer service and sales as well as other stakeholders in the business
• Identify the improvement opportunities and support their implementation
• Support ongoing projects for the implementation of technology solutions and act as key user and responsible to provide training to the colleagues
• Supporting in SAP testings
• Standing in for and supporting colleagues working in other teams within Order to Invoice
• Act as the first point of contact for the process related issues and escalations
• Acting as the backup for the Team Leader
• Research and troubleshoot billing and receivable issues with direct shipments
• Utilizes systems to assist and correct problematic invoicing to ensure accurate invoice is given to customers
• Work with the Traffic, CS and Direct Shipment departments to obtain information needed for invoicing of adidas and Reebok direct shipments
• Work with cross-functional teams to recommend and implement billing solutions using current technology to maximize the efficiency and accuracy of existing systems and processes
• Gather reports from other departments to ensure a proper reconciliation on all direct shipments
• Provides reporting to Customer Service and Transportation on orders completed and outstanding
• Function as the primary contact for any Billing issues or questions related to billing of direct shipments
• Assist AR team with Non-Merchandise billing, third party freight billing, Direct Billing, Drop-ship Billing
• Special projects as assigned
• Completes other tasks as directed by management

Key Relationships:

• Sales
• Market Finance
• Credit & Cash Application teams
• Transportation
• Customer Service
• IT

Knowledge, Skills and Abilities:

• Strong customer service orientation
• High level of empathy and emotional intelligence
• Experience with SAP
• Experience with Salesforce.com
• Experience in a Shared Service environment or similar
• Ability to read, write and communicate in English in a business setting
• Ability to pay close attention to detail and high degree of customer orientation
• Good Problem solving and analytical skills
• Self-motivated and self-directed individual
• Good leadership qualities
• Ability to train others
• Ability to work under deadline requirements
• Ability to work overtime as needed
• Ability to enter data at a fast pace yet maintain a high accuracy rate
• Ability to work in a fast paced, changing environment with a minimum of direct

Requisite Education and Experience / Minimum Qualifications:

• 3-5 year’s working experience in providing customer support in the field of customer service, sales, or logistics, billing.
• Working computer knowledge: Microsoft Office; Excel, and Word
• MS Access knowledge preferred
• SAP or other ERP experience preferred
• High level of customer orientation and communication skills