Purpose & Overall Relevance for the Organisation:

• To offer reliable, relevant and competitive service levels to customers within WHS EMC Markets across all wholesale sub channels, while establishing the most effective and efficient framework for the Customer Service organization.
• To passionately lead the Customer Service organization in identifying, developing and implementing strategies for the profitable growth of the adidas.
• To collaborate within the market and subsidiaries to act with them in the best overall interest of the company and lead cross-functional projects whilst supporting achieve sales targets.

Key Responsibilities:

• To lead the overall strategy for the Customer Service organization in-line with the global strategy, aiming for maximum customer satisfaction across all brands
• To establish an appropriate organizational framework jointly with WHS Sales lead in line with the Global organizational blueprint to deliver appropriate service levels across all channels \xe2\x80\x93 Distributors, Key Accounts, Regional Accounts, B2B, Subsidaries, Sports Marketing, Clubs and Pure Players
• To deliver analysis and reports on yearly and monthly Net Sales and work collaboratively with sales team to achieve set targets.
• To ensure reliability and responsiveness to customer requests and complaints by training and ongoing monitoring of performance.
• To support Sales in reaching sales targets by offering substitutes or special offers.
• To ensure proper administration, documentation and financial reconciliation of the customer contact
• To embrace a collaborative approach with Finance and Sales to ensure timely payment collections inturn supporting DSO targets.
• To interact with Ops and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative supply chain approach.
• To deliver adhoc analysis and reports on customer service for controlling purposes on requests funneled and prioritized by the WHS Sales lead.
• To establish centralized service policies, procedure and SLA.
• To measure progress on defined KPIs mainly Customer Satisfaction, backlog reporting, delivery conversion, customer cancellations, LC negotiations, OTD.
• To ensure audit compliance and best practices sharing as per group guidelines.
• To ensure stong collaboration with other EM markets.
• To identify, analyze and understand the business challenges of the adidas Group and use this knowledge effectively to help improve supply, strengthen leadership and innovation in terms of approaches and services.
• To ensure smooth flow of business with high cross-functional collaboration between internal as well as Export Market stakeholders to the common goals set by the organization
• Manage adhoc, departmental and business projects/ reports and initiatives as required by the department lead.
• Ensure self and team\xe2\x80\x99s developments alongside MYBEST initiatives as set by the business.
• Inspirationally lead the development of the Customer Service team to meet or exceed goals and KPI\xe2\x80\x99s.

Key Relationships:

• Global: Centre of Excellence (CoE) Wholesale
• Markets: Brands, Sales, Retail, Marketing, Operations, Finance, IBP, BD and IT
• Customer
• Sales team
• Finance
• SCM

Knowledge, Skills and Abilities:

• Strong Microsoft Office skills are essential.
• Excellent command of English language
• A strong customer service focus
• A high level of problem solving ability
• Attention to detail and accuracy
• Excellent communication skills and a proven ability to develop long lasting relationships with our key accounts

Requisite Education and Experience / Minimum Qualifications:

• University degree in business administration or Sales/SCM related field
• 5-7 years\xe2\x80\x99 experience in Customer Service or supply chain in Sporting Goods, Fashion, FMCG

Adidas