Customer Service Specialist (till 12/2022))
Warsaw, MZ, PL
6 d. temu

Purpose & Overall Relevance for the Organisation :

Offer reliable relevant and competitive service levels to assigned accounts, supporting internal and external customers to achieve market share growth in accordance with adidas guidelines and policies.

Key Responsibilities :

  • Apply overall Customer Service strategy
  • Apply available adidas group standards, policies and procedures and best practices in daily work
  • Manage full E2E Customer Service process for assigned accounts
  • Represent the assigned group of customers internally towards all functions and manage all interfaces
  • Manage proactively order-book of the assigned account ensuring on time in full deliveries
  • Minimize overdue orders through regular review of order books with sales managers and customers
  • Monitor deliveries in line with operations and drive adjustments on the order book
  • Attend telephone calls and reply e-mails / letters from customers and Sales temas e.g. information request, order book maintenance, cancellations
  • Process and send out the orders confirmations
  • Maintain the order book accordingly and send order book information to customers and account representatives
  • Participate actively and contribute to assigned projects
  • Be active on the System enhancement trough system release process as Key User when nominated
  • Secure customer deliveries / hard launches
  • Monitor and Report OB conversion / Cancellation / Re-orders
  • Follow the cleansing OB process
  • Full Claim & Return process - management and reporting via IC / Assist tool
  • Review monthly RFC
  • Management and operational reports
  • Create and maintain Sales orders
  • Trouble shooter role for Click
  • Local assigned functional processes (including Process Captains roles)
  • KPI’s :

  • Customer Service specific KPIs
  • Orderbook conversion
  • NS, Market share, contribution target achievement
  • Key Relationships :

  • Assigned wholesale partners
  • Sales Operations
  • Sales Channel
  • Customer Fulfilment
  • Finance
  • Warehouses and Carriers
  • Knowledge, Skills and Abilities :

  • Excellent written and verbal communication skills.
  • Well-organized, with enthusiasm and initiative with focus on effectiveness
  • Excellent interpersonal skills with customer oriented mindset.
  • Ability to work under pressure.
  • Solid business acumen.
  • A strong team player.
  • Analitical skills
  • Determination and hands on pragmatism
  • Requisite Education and Experience / Minimum Qualifications :

  • University degree or equivalent.
  • Minimum of 2-3 years of experience in Customer Service preferably in Apparel / fashion / shoes or FMCG.
  • Fluency in local language and in English (both written & oral).
  • Advanced user of MS office.
  • Solid knowledge of SAP, CRM(IC)

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