Sr Specialist Customer Service WHS Dist 1 at adidas
Dubai, United Arab Emirates
Job Descrption
Purpose & Overall Relevance for the Organization:
Deliver a best-in-class customer service experience to alliance partners in EMC by leading and managing the day to day operational and commercial activities for a determined account base / team. Supporting Business and Customer initiatives which add value to our business and working closely with the Operations and Sales team to ensure business processes are efficient as well as commercially focused.
Key Responsibilities:
To ensure the Customer Service (CS) teams are applying available adidas Group standards and best practices in daily work
To ensure reliability and responsiveness to Customer requests and complaints by training and performance monitoring
To ensure order book accuracy and on time in full deliveries (OTIF)
To participate in the monthly forecast update in alignment with the Sales team and Finance
To coordinate a cross-functional communication between internal interfaces (e.g. Sales, Finance, Planning, Order Book Management, Purchasing, IT, Operations)
Manage departmental and business projects / initiatives as required by the department lead.
Liaising with the relevant teams to ensure in-market adherence to all timelines and processes.
Support the review and subsequent roll out of new working practices driven out of the CS Excellence workshops.
Ensure CS are driving towards and positively contributing to the commercial and financial targets set.
Manage CS and operational efficiencies to a positive and tangible outcome whilst maintaining a strong working relationship.
Steer departmental key performance indicators to continuously improve standards, service and financial results, following through on improvement opportunities wherever possible.
Key Relationships:
Customer
Sales team
Finance
SCM
MOPS/IT
Knowledge, Skills and Abilities:
A strong customer centric attitude and mindset
A high level of problem solving ability
Able to manage conflict well
Superior attention to detail and accuracy
Excellent communication skills and a proven ability to develop long lasting relationships with our key accounts
Experience in working under pressure to meet deadlines and conflicting priorities
Requisite Education and Experience / Minimum Qualifications:
Educational Background: University degree in business administration, focus on Sales/SCM
Professional background:
3-4 years’ experience in Customer Service or supply chain in Sporting Goods, Fashion, FMCG
Minimum 2 years people management experience
Excellent knowledge and skills in all PC based systems inc Microsoft office and SAP
Experience managing projects desirable
Language skills: Fluent in English
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