Senior Specialist Account Operations

at  Adidas

Purpose & Overall Relevance for the Organization:
Support the business to achieve sales and market strategy objectives. Ensure a reliable, adequate, and competitive E2E service level for all assigned account pool and drive assigned projects within AO NAM.

Responsibilities:

• Assist in providing customer service support to all assigned customers in specific market.
• Support communicating with customers via all relevant communication channels (e-mail, Assist, etc) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.
• Ensure close cooperation with internal and external Stakeholders (e.g. Sales, AO Team, Finance, Order Fulfilment, etc) with the following topics:
• Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, etc.
• 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, etc.
• Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations
• Contribute to Order Integration Management by ensure the accurate integration of customer orders into company systems while verifying order and master data accuracy and proactively addressing issues directly with customers and/or internal departments.
• Contribute to 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.
• Contribute to the Logistics development by extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities.
• Support the Returns & Complaints team in handling for new requests and support in processing returns and complaints in line with the policy regulations.
• Stand in for and support colleagues working in other groups within AO.
• Support project development and implementation.
• Being the backfill of the manager when required.

Key Relationships:
Account operations, Customers, Sales Channel Management, Global Operations in US & Canada (Purchasing, Warehouses, Order Fulfilment, Inbound and Outbound), IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies, associations.

Knowledge, Skills, and Abilities:

• Advanced working knowledge of MS Office.
• SAP, Sales Force (not excluding).
• Excel Intermediate to Advanced (excluding).
• Advanced English C1 (written and spoken) excluding.
• Project Management experience (not excluding).
• High level of customer orientation and communication skills.
• Process-oriented mindset and in-depth understanding of complex correlations.
• Autonomous and independent working style.

Requisite Education and Experience/Minimum Qualifications:

• Bachelor’s degree (completed, excluding).
• 3+ years working experience in providing customer support in the field of customer service, sales, supply chain and/or logistics in multinational companies (not excluding).

• Assist in providing customer service support to all assigned customers in specific market.
• Support communicating with customers via all relevant communication channels (e-mail, Assist, etc) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.
• Ensure close cooperation with internal and external Stakeholders (e.g. Sales, AO Team, Finance, Order Fulfilment, etc) with the following topics:
• Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, etc.
• 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, etc.
• Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations
• Contribute to Order Integration Management by ensure the accurate integration of customer orders into company systems while verifying order and master data accuracy and proactively addressing issues directly with customers and/or internal departments.
• Contribute to 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.
• Contribute to the Logistics development by extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities.
• Support the Returns & Complaints team in handling for new requests and support in processing returns and complaints in line with the policy regulations.
• Stand in for and support colleagues working in other groups within AO.
• Support project development and implementation.
• Being the backfill of the manager when required