Sr Specialist Customer Service Lead

at  Adidas

Purpose & Overall Relevance for the Organization:
To support the Wholesale business to achieve sales and market strategy objectives.
To ensure a reliable, adequate and competitive customer service level for all adidas Key Accounts.

Key Responsibilities:

• Recording and managing all types of orders (e.g. pre-orders and re-orders, contracts, call-off orders, off-price orders, direct shipments)
• Managing the customer order books, ensuring it is always updated according to the customer’s and company’s needs and requirements, including the monitoring of electronic receipts for errors and correcting these errors using the tools provided (e.g. SASnet, EDI, missing article master data), revising fulfilment vs customer purchase orders, and shifting OB between ship-to’s
• Acting as key contact for customers’ inquiries about order and delivery status, change requests, returns and claims, with communication through telephone, email, and customers’ B2B portals
• Compiling various order-related analyses and reports at the request of customers, sales reps or other related internal teams, concerning customer’s open order book & order conversion, returns and claims tracking, monitoring of cancellations and credit/delivery blocks, launches, pre-pack promotions, etc.
• Forwarding new customer set-ups and customer master data change requests from customers and sales team to CMD managers in Finance
• Special Handling coordination for new enquiries and changes
• Processing returns and complaints in line with the policy regulations while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance and the insurance department
• Extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities
• Support Sports marketing in processing of promo orders

Knowledge Skills and Abilities:

• Specialized knowledge and skills in respective work area
• Broad knowledge in functional area
• Operating Leadership
• Presentation Skills
• Data Analytics

Requisite Education and Experience / Minimum Qualifications:

• At least 2 years of related experience
• At least 1 year of informal management experience
• Proficient in MS Excel and Data tools
• Advanced English

• Recording and managing all types of orders (e.g. pre-orders and re-orders, contracts, call-off orders, off-price orders, direct shipments)
• Managing the customer order books, ensuring it is always updated according to the customer’s and company’s needs and requirements, including the monitoring of electronic receipts for errors and correcting these errors using the tools provided (e.g. SASnet, EDI, missing article master data), revising fulfilment vs customer purchase orders, and shifting OB between ship-to’s
• Acting as key contact for customers’ inquiries about order and delivery status, change requests, returns and claims, with communication through telephone, email, and customers’ B2B portals
• Compiling various order-related analyses and reports at the request of customers, sales reps or other related internal teams, concerning customer’s open order book & order conversion, returns and claims tracking, monitoring of cancellations and credit/delivery blocks, launches, pre-pack promotions, etc.
• Forwarding new customer set-ups and customer master data change requests from customers and sales team to CMD managers in Finance
• Special Handling coordination for new enquiries and changes
• Processing returns and complaints in line with the policy regulations while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance and the insurance department
• Extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities
• Support Sports marketing in processing of promo order