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
- Independently providing Account operations support to all assigned customers in specific market.
- Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.
- Working in close cooperation with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) 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.
- Perform order book management by recording and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitoring electronic receipts for errors and correcting these errors using the tools provided.
- Work in close collaboration with dedicated customer portfolio, performing calls, analysis and sharing information with sales.
- Coordinating special handling for new requests and support in the processing of returns and complaints.
- 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) 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 Accounts & Sales Operations.
- Support direct management with analysis and improvements. Such as Problem-Solving preparation, controls review and implementation.
- Support direct management in case of vacation, business trip, or absent.
Key Relationships
Customers, Sales Channel Management, Account operations, Global Operations in France (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.
- Advanced English and German 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
- University degree in Commerce/Business Administration/Finance/ Controlling or similar.
- 5+ years’ experience in providing customer support in the field of customer service, sales or logistics
