Specialist Account And Sales Operations

Purpose & Overall Relevance for the Organization:

Account and Sales Operations / Claims is a key element within adidas wholesale customer service. This team is responsible for the claim's activities such logistic claims and invoice management tasks. The team delivers all activities in timely manner and with the required quality. The team supports projects, including process standardisation, tools implementation and other ad hoc projects.

Key Responsibilities:

• Invoice management activities such us billing transmition, billing error resolution and monitoring billing due list
• Claims management activities such us logistic claims and defect / used product
• Support communicating with customers via all relevant communication channels (e-mail, tickets, phone), providing information related to claims and billing
• Manage customer relationship, which includes problem resolution and root cause analysis
• Manage the relationships within customer service and sales as well as other stakeholders in the business
• Identify the improvement opportunities and support their implementation
• Support ongoing projects for the implementation of technology solutions

Key Relationships:

• Credit Management
• Other Customer Service teams
• Sales
• Market Finance
  
  Knowledge, Skills and Abilities:

• Strong customer service orientation
• High level of empathy and emotional intelligence
• Experience with SAP
• Experience with Salesforce.com
• Experience in a Shared Service environment or similar
• Ability to read, write and communicate in English in a business setting
• Ability to pay close attention to detail and high degree of customer orientation
• Good Problem solving and analytical skills
• Self-motivated and self-directed individual
• Availability to travel for periods of 3 to 4 weeks

Requisite Education and Experience / Minimum Qualifications:

• University degree
• 1-2 year's working experience in providing customer support in the field of customer service, sales, or logistics
• High level of customer orientation and communication skills