Account Specialist Customer Service

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