Customer Service Representative Strategic Accounts
Athens, A1, GR
πριν από 11 ώρες

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
  • Αναφορά αυτής της εργασίας

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