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:
-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 and
compiling various order-related analyses at the request of customers or Sales.
-Working in close cooperation with internal and external departments (e.g. Sales, AS&O Team, 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.
Key Relationships:
Customers, Sales Channel Management, Account operations, Global Operations in France (Purchasing, Warehouses, Customer Fulfilment, Inbound and Outbound), Credit & Collections, IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies, and central regulation bodies.
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 Dutch knowledge (written and spoken).
-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.
