Specialist, Customer Service

Purpose/ Mission

Provide order management and support to the Sales Team, with the objective of achieving organization’s sales & profit targets and meeting team objectives.

Key Responsibilities

Functional

• To execute Customer Service strategy.
• To deliver performance levels as outlined in the adidas group standards.
• To deliver reliability and responsiveness to customer requests and complaints.
• To insert accurately customer pre-ord
• ers in the system.
• To call-off existing contract orders.
• To insert clearance orders in the system.
• To process and send out the order confirmations.
• To adjust order book according to delivery information and inform customers and sales team on delays.
• To collect reactively re-orders for Customers.
• To generate & compile inventory data to ensure healthy stocks level at all times; Monitor article drops, shipment tracking and ensure all Preorder have been picked up.
• Provide operational support for customer related functions on adiPortal. Coordinate and ensure the system is all setup prior to the trade show.
• To communicate cross-functional between internal interfaces

Controlling

• To measure progress on own KPIs
• To report to all superiors along MIS guidelines
• 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

• Functional: > 3 years. Experience in Order Management, Inventory Management and Customer Service
• Industry:  Preferably in apparel/ fashion/ FW or FMCG Retail.
• Exposure: Sports, Fashion
• Education: Degree or Diploma Hospitality Studies / Logistics Management
• Software/Technology: Outlook – Advanced, Word – Advanced, Excel – Advanced, Powerpoint – Advanced, Outlook – Basic, adiRace ERP – Advanced, adiPortal - Advanced
• Language Skills: English – Advanced, Local Language - Fluent