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.
adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.