Purpose & Overall Relevance for the Organisation:

Responsible for delivering a best-in-class customer service experience to adidas wholesale field accounts, ensuring efficient order management, strong stakeholder collaboration, and adherence to operational timelines and standards.

Key Responsibilities:

• Manage Wholesale Field Accounts to ensure seamless service delivery
• Respond to incoming phone and email requests within specified timeframes, handling inquiries efficiently and professionally
• Create and upload pre-orders and contracts in line with pre-order timelines
• Perform maintenance and updates on pre-orders as required
• Cleanse contracts and orders in accordance with Rules of Engagement
• Process contract call-offs in season within specified timelines for pre-orders and refills
• Maintain and manage the order book on an ongoing basis
• Liaise and communicate regularly with the sales team
• Provide product information, resolve pricing queries, and process orders in the system
• Follow up on customer requests, issues, and complaints through to resolution
• Achieve agreed departmental KPIs to support superior service delivery
• Develop a strong understanding of the company’s product range
• Contribute to continuous improvement initiatives and team targets
• Participate in SAP system testing as required

KPI’s:

• Achievement of customer service SLAs including response and resolution times
• Order accuracy and processing timeliness
• Order book management and data quality
• Customer satisfaction and issue resolution rates
• Contribution to team performance and continuous improvement initiatives

Key Relationships:

• Sales Team
• Supply Chain including Purchasing and Order Fulfilment
• Finance including Credit Team
• IT
• Merchandising Team
• Warehouse
• External Freight Companies
• External Customers

Knowledge, Skills and Abilities:

• Strong customer service orientation
• High level of problem-solving ability
• Excellent organisational and time management skills
• Strong attention to detail and accuracy
• Excellent communication skills with the ability to build long-lasting relationships with internal and external stakeholders
• Ability to work effectively in a performance-driven team environment
• Proven ability to work under pressure and manage conflicting priorities
• Strong Microsoft Office skills with SAP experience desirable
• Flexible, proactive, and mature approach

Requisite Education and Experience / Minimum Qualifications:

• University degree or equivalent
• Relevant experience in customer service, order management, or a similar role preferred