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Account Specialist Customer Service

Posted 12 Jun 2024
Work experience
0 to 7 years
Full-time / part-time
Job function
Degree level
Required language
English (Fluent)
24 Jun 2024 21:00

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Purpose & Overall Relevance for the Organization:

Ensure the accurate integration of customer orders into company systems while verifying order and master data accuracy and proactively addressing issues directly with customers and/or internal departments.

Proactively analyze customer orderbooks, identify actions to improve deliveries/service, coordinate the implementation of levers to improve performance while communicating status to customers/sales in a clear and accurate manner.

Key Responsibilities:

  • Analyze customer orderbook and identify risks to achieving on time deliveries, sales targets and/or strategic objectives
  • Use the orderbook analysis and supply availability projections to identify and action purchasing, order fulfillment, distribution and/or inbound prioritization in coordination with related functions.
  • Effectively communicate orderbook status information to sales and customer teams in a manner that highlights issues, actions taken and/or the need for further decisions
  • Publish weekly supply availability projections to track On Time Availability (OTA) and provide all teams with a consistent measurement (one source of the truth) and early identification of issues
  • Work with Sales account teams to identify orderbook actions, issues and needed changes (e.g. Delivery Blocks, Distros, pricing)
  • Work with Order Fulfillment team on order prioritization in order to support OTIF targets
  • Identify and escalate delayed orders with respective warehouse and direct ship teams
  • Create delivery notes and resolve delivery note issues to assist with warehouse order flow and facilitate timely shipping
  • Represent the company in a professional manner while communicating effectively with customers, sales teams, and other internal parties regarding the adidas product line, policies and procedures
  • Ensure proper Master Data set-up prior to order integration to facilitate the timely processing of orders and verify order accuracy and address discrepancies with customers and/or internal departments
  • After each deadline (e.g. Booking, Weekly AR), provide order confirmations to sales and customers
  • Proactive monitoring to ensure DC processing complies with customer expected turnaround times
  • Efficiently use EDI and related systems to ensure that orders are integrated timely and meet cut off requirements
  • As needed, manually enter booking, reorder & clearance orders accordance to company policies
  • Enter return, cancellation & claimEnsure proper Master Data set-up prior to order integration to facilitate the timely processing of orders
  • Travels, as necessary, to represent the Customer Service Department in meetings with the customer - documenting issues and reporting back to CS Management with recommendations

Key Relationships:

Israel Wholesale/ Franchze Customers, Sales team, Order Fulfillment, Distribution, Sales Operations, Order Fulfillment, Product Supply and EDI teams, Finance

Knowledge, Skills and Abilities:

  • Fluency in English. writing and speaking.
  • Proficiency in relevant computer systems (SAP, Microsoft- Excel, Outlook)
  • Accurate in processing transactional data
  • Strong written, verbal and professional communications
  • Works independently with strong organizational skills
  • Demonstrates a sense of urgency and ownership
  • Reviews data while identifying trends and initiating improvement actions

Proven experience in challenging an existing process(es) and developing unique solutions to problems

  • Ability to develop positive working relationships at various organizational levels and influence others to obtain goals
  • Ability to work in a team environment to accomplish a shared goal

Inspired by our heritage, we push the boundaries of culture and human performance. Through sport, we have the power to change lives.
Headquartered in Herzogenaurach, Germany, we employ more than 57,000 people across the globe.

1,200 employees