Specialist Account & Sales Operations (m/f/d)

Area:                                                                                                         GBS      

Department:                                                                                            Account & Sales Operations            

Direct Reporting Line:                                                                           Team leader – Account & Sales Operations

Indirect/Secondary Reporting Line:                                                  

Subsidiary/Country:                                                                              

Location:                                                                                                  Porto

GSMS Grade:                                                                                            P2

Number of Personnel Managed:                                                         –

Cost Center/Budget/Revenue Responsibility:                                  –

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)

Responsibilities:

• Provide Account operations support to all assigned customers in specific market.

• Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and provide information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.

• Work in close cooperation with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics:

• • • Backlogs, cancellations, launches, pre-pack promotions, etc.
    • Returns and complaints.
    • 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

• Perform order book management by recording and managing all types of orders; manage deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitor electronic receipts for errors and correcting these errors using the tools provided.
• Work in close collaboration with dedicated customer portfolio, performing calls and sharing information with sales.

• Coordinate special handling for new requests and support in processing of returns and complaints.

• Track carrier deliveries and parcel deliveries.

• Request return and/or intermediate transport from the logistics partners.

• Process damage reports and notify the Insurance department in case of damage and losses.

• Record all processes in the CRM system and log this information in the statistics for the purposes of status monitoring and KPI analysis.

• Work in close cooperation with the Sales team and support them in customer service by providing specific expertise in the processes involved.

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

• Work in close cooperation with colleagues from other groups within Accounts & Sales Operations.

• Support direct management with analysis and improvements, such as Problem-Solving preparation, controls review and implementation.

Key Relationships:

Customers, Sales Channel Management, Account operations, Global Operations in Italy (Purchasing, Warehouses, Customer Fulfilment, Inbound and Outbound), Credit & Collections, IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies, and central regulation bodies.

Knowledge, Skills, and Abilities:

• A strong Customer Service focus and excellent communication skills.
• Advanced working knowledge of MS Office, SAP/CRM, and Business Objects
• Fluency in Italian (written and spoken)
• Advanced English knowledge (written and spoken)
• Understanding of costs and of sales generation
• Process-oriented mindset and in-depth understanding of complex correlations.
• Proactive, Autonomous, and independent working style
• A high level of problem-solving ability
• Ability to contribute to a team environment where performance is measured.
• Experience in working under pressure to meet deadlines and conflicting priorities.

Requisite Education and Experience/Minimum Qualifications:

• Successful completion of mandatory education level or vocational studies. Bachelor's degree is a plus.
• 2+ years’ experience in providing customer support in the field of customer service, sales or logistics.