Sr Specialist GBS Acct & Sales Ops

Purpose & Overall Relevance for the Organization:

Support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel (adidas) 

Responsibilities:

• This role is specific to support Account Operations teams during the implementation of a new SAP S4 system and is limited to the project timelines.
• Independently providing Account operations support to all assigned customers in specific market. 

• Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles andcompiling various order-related analyses at the request of customers or Sales. 

• Working in close cooperation with internal and external departments (e.g. Sales, AS&OTeam, Finance, Order Fulfilment) when dealing with the following topics: 

• Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc. 

• Returns and complaints. 

• Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales. 

• Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management. 

• Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations. 

• Perform order book management by recording and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitoring electronic receipts for errors and correcting these errors using the tools provided. 

• Work in close collaboration with dedicated customer portfolio, performing calls, analysis and sharing information with sales. 

• Coordinating special handling for new requests and support in the processing of returns and complaints. 

• Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities. 

• Requesting return and/or intermediate transport from the logistics partners. 

• Finding solutions for problems in cooperation with interfaces (warehouse, forwarding companies, product management, procurement, returns department) to prevent complaints. 

• Independently processing and providing final clarification of outstanding charges and invoice reductions on the part of the customer. 

• Processing damage reports and notifying the Insurance department of transportation damage and losses. 

• Recording all processes in the CRM system and logging this information in the statistics for the purposes of status monitoring and KPI analysis. 

• Preparing the necessary documents in compliance with the applicable signature regulations for recording credits and debits. 

• Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involved. 

• Performing special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc. 

• Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations. 

• Support direct management with analysis and improvements. Such as Problem-Solving preparation, controls review and implementation. 

• Support direct management in case of vacation, business trip, or absent. 

Knowledge, Skills, and Abilities:

• A strong Customer Service focus and excellent communication skills. 

• Advanced working knowledge of MS Office, SAP/CRM and Business Objects. 

• Advanced English knowledge (written and spoken). 

• Understanding of costs and of sales generation. 

• Process-oriented mindset and in-depth understanding of complex correlations. 

• Proactive, Autonomous, and independent working style. 

• A high level of problem-solving ability. 

• Ability to contribute to a team environment where performance is measured. 

• Experience in working under pressure to meet deadlines and conflicting priorities. 

Requisite Education and Experience/Minimum Qualifications:

• University degree in Commerce/Business Administration/Finance/ Controlling or similar. 

• 5+ years’ experience in providing customer support in the field of customer service, sales or logistics.