Specialist Customer Service

hace 3 días

Santiago de Chile Adidas A tiempo completo

*Please note that for this position, we offer an external contract through our outsourcing contrat services vendor.*_
- Purpose & Overall Relevance for the Organization
To support the wholesale business to achieve sales and market strategy objectives. To ensure a reliable, adequate, and competitive customer service level for all adidas Key Accounts.
- Key Responsibilities- Recording and managing all types of orders (e.g. pre-orders and re-orders, contracts, call-off orders, off-price orders, direct shipments).
- Managing the customer order books, ensuring it is always updated according to the customer’s and company’s needs and requirements, including the monitoring of electronic receipts for errors and correcting these errors using the tools provided (e.g. SASnet, EDI, missing article master data), revising fulfilment vs customer purchase orders, and shifting OB between ship-to’s.
- Compiling various order-related analyses and reports at the request of customers, sales reps or other related internal teams, concerning customer’s open order book & order conversion, returns and claims tracking, monitoring of cancellations and credit/delivery blocks, launches, pre-pack promotions, etc.
- Forwarding new customer set-ups and customer master data change requests from customers and sales team to CMD managers in Finance.
- Special Handling coordination for new enquiries and changes.
- Processing returns and complaints in line with the policy regulations while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance and the insurance department.
- Extensively tracking forwarded deliveries and package deliveries and initiating escalation in the event of delays and irregularities.
- Support Sports Marketing in processing of promo orders.
- Key Relationships- Sales
- Supply chain & Logistics
- Marketing Operations
- Finance

Knowledge Skills and Abilities
- Broad and deep theoretical understanding of job function and customer service department.
- Strong numerical analysis skills to control and manage KPI's, including reports.
- Strong communications & relationship management skills to work in a collaborative way with Sales, Fulfillment, and Customer's Teams.
- Abilities and interest in finding solutions, being resolutive and make proactive decisions.
- Abilities and interest in process optimization and digital transformation projects.
- Future professional aspirations for Sales and/or Supply Chain functions.

Requisite Education and Experience & Minimum Qualifications- Bachelor’s degree or equivalent required in related field as Commercial, Business Administration, Engineering or similar.
- Minimum 2 years’ experience in similar function or position in Customer Service, Sales Order SCM Planning, Demand Planning, Financial planning, or similar.
- Advanced Excel Skills: Macros knowledge or skills would be a plus.
- SAP or other ERP knowledge and skills.
- RPA (Robotic Process Automation) knowledge is a plus.
- Fluency in both Spanish and English.

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE: Speak up when you see an opportunity; step up when you see a need..

OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.

INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.

TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.

INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.

RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

**ADIDAS CELEBRATES DIVERSITY, SUPPORTS INCLUSIVENESS AND ENCOURAGES INDIVIDUAL EXPRESSION IN OUR WORKPLACE. WE DO NOT TOLERATE THE HARASSMENT OR DISCRIMINATION TOWARD ANY OF OUR APPLICANTS OR EMPLOYEES. WE ARE AN EQUAL OPPORTUNITY EMPLOYER.**

***
- JOB TITLE:
- Specialist Customer Service- BRAND:
- adidas- LOCATION:
- Santiago- TEAM:
- Customer Service- STATE:
- RM- COUNTRY/REGION:
- CL- CONTRACT TYPE:
- Full time- NUMBER:
- 508662- DATE:
- Mar 11, 2024

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