Specialist Customer Service

Purpose:

Drive the wholesale business to achieve sales targets and market strategy goals, delivering exceptional, efficient, and competitive customer service to all key adidas accounts.

Understanding and following up of the Order to Cash adidas Process, starting with the presale with the customer, passing through the download and process of customer purchase orders, labels, ASN, and invoice.

Key Responsibilities:

• Manage all types of orders (e.g., pre-orders, re-orders, contracts, cancellations, discounts, direct shipments, promo orders) with accuracy and compliance.
• Maintain up-to-date customer order books, aligning with client needs and company requirements using tools such as SAP and EDI.
• Identify mistakes in the internal data, such as Customer Master Data.
• Monitor and correct errors in electronic receipts, verify compliance with customer purchase orders, and manage order book adjustments between shipments.
• Acting as point of contact for customer inquiries regarding order and delivery status, change requests, returns, and claims via phone, email, and B2B portals.
• Analize and develop reports on orders, conversions, returns, cancellations, credit/delivery holds, product launches, and promotional campaigns as requested by clients, sales teams, or internal departments.
• Manage new customer setups and master data modification requests, coordinating with clients and sales teams.
• Oversee special handling processes for new inquiries and operational changes.
• Process returns and claims in accordance with company policies, collaborating closely with internal and external logistics partners (transport companies, warehouses) and the finance and insurance departments.
• Conduct thorough tracking of forwarded deliveries and packages, escalating delays or irregularities as needed.
• Support sports marketing in processing promotional orders.

Knowledge, Skills, and Qualifications:

• Bachelor's degree in business administration, Logistics, International Trade, or related fields.
• Advanced proficiency in Microsoft Excel and Power BI.
• Fluent in English desirable (written and spoken).
• Practical knowledge of SAP or similar ERP systems.
• Strong understanding of customer service and order management processes in a wholesale environment.
• Excellent analytical skills, attention to detail, and ability to work under pressure.
• Outstanding communication and teamwork abilities.