Manager, Customer Service

Purpose/ Mission

To lead and develop a best in-class Customer Service division. Ensuring that we drive enhanced customer satisfaction through competitive service levels by meeting and ideally exceeding our customer’s expectations. Additionally, the department is required to maintain accurate sales forecasts & effectively manage inventory.

Accountabilities:

Functional:

• To develop & implement the strategy for the Customer Service organization inline with the global/area strategy, aiming for maximum customer satisfaction.
• To establish the most effective and efficient framework for the Customer Service organization jointly with the Country Manager in-line with adidas group standards.
• To lead and manage the day to day Customer Service activities, ensuring reliability and responsiveness to customer requests and complaints.
• To ensure proper administration, documentation and financial reconciliation of the customer base.
• To lead the management of sales order process – sales order collection, reservation & confirmation. 
• To co-lead with Ops and Finance the product delivery process so that our customer commitments are achieved - OTIF.
• To co-lead the Inventory Management programme.
• To work with the Sales team to develop close gap strategies

People

• To staff most suitable persons in direct report positions in alignment with the Country Manager.
• To set personal objectives, targets, guidelines and regularly evaluate performance.
• To develop the functional and social skills of direct reports.
• To manage all reports as an integrated team by setting team objectives, targets and guidelines.
• To ensure smooth cooperation of all direct reports along all interfaces.

Controlling:

• To control and report department KPI’s
• To ensure efficient monthly forecasting & reporting
• To monitor and report on order status and compliance at a customer level.

Compliances:

• To observe both global and local policies and procedures in all dealings;
• Support APAC changes and directions;
• Perform other tasks as may be assigned from time to time

Professional background/ Experience

• Minimum of 3 years in Order Management and Inventory Management at consumer goods industry or retail business with minimum of 2 years in leadership role 

• University degree in Business Administration or Finance/Accounting
• Familiar with SAP is a must. 
• Advance knowledge in operation MS Excel, MS Word and MS PPT.
• Good English communication