تفاصيل وظائف خدمة عملاء فى شركة Adidas

تفاصيل وظائف خدمة عملاء فى شركة Adidas

Customer Service & Commercial Operations Specialist for Adidas

Purpose & Overall Relevance for the Organisation:
This diverse role will be responsible for a variety of commercial services primarily managing the allocated customer portfolio from order to cash cycle with excellent sales and operational planning.

Key Responsibilities:
Excellent sales and operational planning capabilities.
Ensure timely and accurate order entry and release of orders for processing.
Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF.
Ensure accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
Provide assistance and support to internal partners including Sales, Marketing, Finance, SCM representatives relating to order processing.

Support business on delivery of sales and financial targets and objectives.
Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
Work towards both independent and team KPI’s to improve business standards, service levels and financial results.
Build constructive relationship with the customers and enhance the customer satisfaction.
Develop and review reports relating to order book KPI’s and transactional activities of the team.

KPI’s:
Speed of execution.
Customer satisfaction and engagement
Customer Service Excellence.
CS SLA & Blueprints.
Process enhancements & efficiencies.
Report enhancements.

Key Relationships:
Customers.
Sales Team.
SCM (Operations, Purchasing, OBF…).
Finance Team.
Marketing Team.
External Stakeholders (Forwarders, Banks…).
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