Purpose & Overall Relevance for the Organization :
People who can grow, create & work in a multinational team bringing skills and passion to a challenging and constantly evolving industry, to own the game and through sports to change people’s lives.
adidas culture thrives by embracing diversity and rewarding imagination having a growth mindset.
To offer reliable, relevant and competitive service levels to adidas Strategic partners, while establishing the most effective and efficient framework for enhanced collaboration between adidas & partner and provide an excellent standard of sales support to our internal customers, to achieve market share growth, in accordance with Group’s guidelines, policies and strategy.
Key Responsibilities :
To execute overall strategy for the Customer Service organization in-line with the global strategy, aiming to maximum customer satisfaction
To ensure an appropriate organizational framework between adidas & partner and deliver premium service levels
To ensure reliability and responsiveness to customer requests and complaints by training key stakeholders and ongoing performance monitoring
To interact with Operations and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative supply chain approach
Collaborate with sales team to deeply understand customer’s needs, play as a key window to connect with internal functions to fulfill customer's needs and maximize revenue
Communicate with customer & sales team for order amendments and execute in system
Secure order entry in system with 100% accuracy within the defined timelines and rules.
Track the progress on the order fulfillment and drive the efforts cross-functionally to maximize coverage and shipment rate.
Monitor delays and drive the communication internally & externally, highly focusing on launches availability and execution in line with Marketing activation plans.
Optimize report & analysis tools to detect, call out and mitigate risk in order to drive shipment rate and contribute to marketplace revenue
Review monthly FRC & actively participate in S&OP meeting
To participate actively in cross functional customer projects aiming to elevate service level agreements and implement defined strategy pillars
To measure progress on defined KPIs
Claim & Return management
Participate in SAP testing processes future enhancements & deployments in SAP & Customer Service tools
Apply adidas standards, policies, procedures and best practices in daily work
KEY Relationships :
Strategic Customers
Sales and Sales Development teams
Marketing team
Credit
Knowledge, Skills and Abilities :
Excellent written and verbal communication skills
Excellent interpersonal and transforming skills with customer-oriented mindset
Well-organized, with enthusiasm, curiosity and initiative
Ability to work under pressure
Solid business acumen
A strong team player
Requisite Education and Experience / Minimum Qualifications :
University degree or equivalent
Minimum of 2-3 years of experience in Customer Service preferably in Apparel / fashion / shoes or FMCG
Fluency in English (both written & oral)
Advanced user of MS office
Solid knowledge of SAP 
