Regional Senior Specialist Customer Service

A diverse role in the heart of the business as the interface of adidas regional partners, connecting them with the internal planning team for a variety of commercial services such as managing partners’ portfolio from order to cash cycle, sales, and operational planning to drive business excellence and brand positioning.

Key Responsibilities:

• Overlook E2E Order to Cash Cycle ensuring timely accurate order entry and release, accuracy of product information, stock availability, pricing, trade terms for EMC Franchise Channel.
• Drive customer satisfaction by consistently delivering high-quality service and meeting service fulfillment measures as seen by the partner’s lens.
• Proactive data analytics on customer behavior trends and out-of-stock risks taking into account inputs from Demand Planning, Sales, Partner, and Service Strategy to ensure efficient order fulfillment.
• Optimize orders where logistical efficiency is required such as attainment of logistics trade terms (3PL), picking, pallet or vehicle allowances, or journey/route planning requirements exist.
• Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF.
• Manage EX works operations with adidas partners such as:
  • Compliance with partner’s government laws and regulations.
  • Prepare and file export documentation PIs, commercial invoices, bills of lading.
  • Coordinate with freight forwarders, carriers, and other logistics providers to arrange the shipment of goods and monitor shipment progress and resolve any issues that may arise, such as delays, damages, or missing items.
• Process, coordinate, and investigate customer shipment claims or return requests following existing Company policies, procedures, and programs.
• 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.
• Support business by working towards both independent and team KPI’s to improve business standards, service levels, and financial results such as (LC negotiation lead time – aging credit notes – order book conversion).
• Develop and review reports relating to order book KPI’s and transactional activities of the team.

KPI’s:

• Customer satisfaction and engagement.
• Customer Service Excellence (Automation, efficiency).
• CS SLA & Blueprints.
• LC Negotiation lead time.
• Credit and Claims resolution lead time.

Key Relationships:

• adidas Partners.
• Sales Team.
• SCM (Operations, Purchasing, OBF…).
• Finance Team.
• Marketing Team.
• External Stakeholders (Forwarders, Banks…).

Knowledge, Skills and Abilities:

• Excellent knowledge of Supply Chain and/or Logistics.
• Minimum 3 years of experience in Customer service/ Exports/ Logistics role.
• A high level of problem-solving ability.
• Superior attention to detail and accuracy.
• Customer Centricity.
• Excellent communication skills and a proven ability to develop long-lasting relationships.
• Experience in working under pressure to meet deadlines and conflicting priorities.
• Strong Microsoft Office skills are essential, PowerBI is a plus.
• Strong ERP/SAP knowledge an added advantage.
• Team player with high planning, organizing, and reporting abilities.
• Fluency in English is a must.
• French speaking is an added advantage.

Requisite Education and Experience / Minimum Qualifications:

• Bachelor's degree in business administration, logistics, supply chain, or a related field.
• Excellent knowledge of Supply Chain and/or Logistics.
• Minimum 3 years of experience in Customer service/ Exports/ Logistics role.
• Fluency in English is a must.