דרושים Customer Service ב-United States, South Carolina, Spartanburg

Purpose & Overall Relevance for the Organization:

• Deliver a best-in-class customer service experience to adidas customers (wholesales partner) in Ukraine and Kazakhstan by leading and managing the day to day operational and commercial activities for a determined account base / team.
• Supporting Business and Customer initiatives which add value to our business and working closely with the Operations and Sales team to ensure business processes are efficient as well as commercially focused.

Key Responsibilities:

• To ensure the Customer Service (CS) teams are applying available adidas Group standards and best practices in daily work
• To ensure reliability and responsiveness to Customer requests and complaints by training and performance monitoring
• To ensure order book accuracy and on time in full deliveries (OTIF)
• To participate in the monthly forecast update in alignment with the Sales team and Finance
• To coordinate a cross-functional communication between internal interfaces (e.g. Sales, Finance, Planning, Order Book Management, Purchasing, IT, Operations)
• Manage departmental and business projects / initiatives as required by the department lead.
• Liaising with the relevant teams to ensure in-market adherence to all timelines and processes.
• Support the review and subsequent roll out of new working practices driven out of the CS Excellence workshops
• Ensure CS are driving towards and positively contributing to the commercial and financial targets set.
• Manage CS and operational efficiencies to a positive and tangible outcome whilst maintaining a strong working relationship.
• Steer departmental key performance indicators to continuously improve standards, service and financial results, following through on improvement opportunities wherever possible.

Key Relationships:

• Customer
• Sales team
• Finance
• SCM

Knowledge, Skills and Abilities:

• A strong customer centric attitude and mindset
• A high level of problem-solving ability
• Able to manage conflict well
• Superior attention to detail and accuracy
• Excellent communication skills and a proven ability to develop long lasting relationships with our key accounts
• Experience in working under pressure to meet deadlines and conflicting priorities

Requisite Education and Experience / Minimum Qualifications:

• University degree in business administration or Sales/SCM related field
• 3-5 years’ experience in Customer Service or supply chain in Sporting Goods, Fashion, FMCG
• Experience in managing and leading teams
• Excellent knowledge and skills in all PC based systems inc Microsoft office and SAP
• Experience managing projects

Act in a leadership capacity to support the sales, profitability, and operational goals for the store by guiding the hourly associates in the day-to-day procedures to best drive the store objectives.

Must possess and consistently exhibit the competencies relative to the position.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to use MS Word, Excel, Outlook, and a point of sale system.
Ability to exercise good judgment and decision making skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Excellent verbal and written communication skills.
Ability to work a varied schedule including weekends, evenings and statutory holidays. Also able to work overtime hours during peak sales periods which include, but are not limited to, Thanksgiving, Christmas, Easter, Mother's Day, Father's Day, and Back-to-School.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The
employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 12 kg and occasionally lift and/or move up to 34 kg.
Schedule flexibility is mandatory, as this position calls for evening, weekend, and holiday work.

Must have or be pursuing a high school diploma or general education degree (GED). Three to six month’s retail experience is preferred.

PURPOSE & OVERALL RELEVANCE FOR THE ORGANIZATION

• Focusing on commercial club launches, lead engagement of the department across the wider football team. Provide full transparency and alignment with Commercial teams on supply of all club requirements, including on pitch activations, team tours and retail launch dates.
• Validation of all cross functional critical road maps considering implementation of the pre-agreed exception handling policies in place for the club flow.
• Implement and develop processes and reporting capability to provide business with full tracking transparency ensuring maximum OTA for contractually critical dates/launches.
• Highlighting risk and/or opportunities impacting financial target achievement.
• Identify and drive the execution of cross functional projects related to the continuous improvement of Supply Chain Operations in Europe.
• Ensure robust plans are in place with 3PL/embellishers/other suppliers to achieve business aims.
• Provide forecasts, costings and summaries of 3PL activity.
• Create and refine KPI’s in line with 3rd party suppliers.
• Manage production and supply of all consumables in relation to 3PL activity including development of decorations.
• Provide support to Snr Manager Local Supply and Embellishment as required.

KEY RESPONSIBILITIES

• Lead communication to all relevant interfaces and drive activities to ensure on time product availability for North commercial clubs including embellishment activations. To consider:
  • OTA/COTA projection / ARUN preview.
  • Article availability/impact of consolidated buy on supply
  • Proactively identify risks to on-time supply. Drive resolution to challenges, identify restorative actions through challenging Supply Chain teams.
  • Working with key business partners continuously improving transparency, alignment and other timelines which drive on time supply.

• Determine and review requirements of all reporting tools to guide and connect business partners during operational alignment meetings with Sales/Account Ops through supply and demand alignment meetings.
  • Provide tracking & availability information with specific focus on Club OTA projection, air freight requirements, not bought, delivery locations such as the 3pl for rework.
  • Evaluate pro-actively critical sales orders and take corrective actions with relevant stakeholders.
  • Follow-up of all decisions to ensure all required activities are executed.
    
• Devise format and scope for and lead cross functional “pulse-checks” to track status of football product (e.g. ALMs/other) consider:
  • OTA/COTA projection / ARUN preview.
  • Article availability/impact of consolidated buy on supply
  • Proactively identify risks to on-time supply. Drive resolution to challenges, identify restorative actions through challenging Supply Chain teams.
    
• Working with key business partners continuously improve transparency, alignment and other factors which drive on-time supply.
• Working with the Snr Mgr. Local Supply/Embellishment and Sales/GTM provide embellishment forecasts for 3PL to secure supply. Devise and implement additional productions plans with 3PL for unexpected/additional demand (new Clubs, late sign off’s etc.) as required to facilitate on-time delivery. Monitor/measure supplier performance against agreed KPI/SLA’s (review as required).
• Provide support Snr Mgr. Local Supply/Embellishment as needed with respect to supplier negotiations, on-boarding and compliance.
• Manage activities of Senior Specialist - Local Supply & Embellishment ensuring creation and supply of all crest/sponsor/other for all Commercial Clubs activity.
• Support activities of the wider Customer Fulfillment team and Embellishment processes where applicable.

KEY RELATIONSHIPS

• Account Operations
• Sales
• GTM
• Customer Fulfillment local team
• 3rd Party Suppliers
• IT
• Distribution
• QC
• Legal
• Customs
• Other European SCM Team
• Product Supply
• Order Fulfillment (Inbound Planning, Order Book Management)
• DC Operations & Transportation

KNOWLEDGE, SKILLS AND ABILITIES

• Fluent in English and local language, both written and verbal
• Strong evidence of reporting and analytical skills, including report creation in Power Bi, MicroStrategy as a preference.
• Background and in-depth knowledge in Supply and Sales/Customer Service environment and mechanics
• Proven ability to achieve tight deadlines and work under pressure in constantly changing environment.
• Strong commercial awareness and including customer profile knowledge.
• SAP AFS knowledge
• Operational and commercial experience/mind-set
• Demonstrated innovation with a proven ability to be flexible and embrace change, taking ownership to improve efficiencies.
• Strong MS Office (excel, outlook, word, power point) skills and ability to adapt internal IT systems (Micro Strategy)
• Strong team player and strong communication skills with proven ability to work cross functionality.

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM OF QUALIFICATIONS

• College or university degree required, focus on Logistics or Supply Chain preferred
• 2+ years related work experience preferably in Supply Chain or Logistics
• Equivalent combination of education and/or experience may be substituted for degree.
• Industry experience preferred.
• First project experience