Adidas SPECIALIST ACCOUNT OPERATIONS SPECIAL SERVICE 

Vietnam, Ho Chi Minh City 

992477480

Key Responsibilities:

• Processing returns and complaints in line with policy and recording all queries in the CRM system (Salesforce)
• Returns: Review and decide on return requests and discrepancies, followed by rejection or management of the process until credit note is issued
• Complaints: Validate, record, reject or approve complaints for credit notes for immediate decisions, and returns, quality defects
• Support with discount and price differences
• Finding solutions to problems in collaboration with the interfaces (warehouse, product management, returns department) to avoid complaints
• Recording all processes in the CRM (Assist) system and logging this information in the statistics for status monitoring and KPI analysis
• Creating the necessary documents for recording credit notes in compliance with the applicable signature regulations
• Support Ecom Service via Salesforce for the Quality Assurance department and support the Board Complaints team with product issues and hardship cases
• Contact person for Own Retail Europe in the processing of hardship cases

• Contact person for product problems and ensuring that all necessary information is forwarded to Quality Assurance and Product Managers
• Processing retailer and consumer submissions and developing individual solutions for hardship cases
• Retailer and consumer support by telephone (hotline), letters and emails
• Checking the immediate decision and deriving measures if necessary
• Initiating retailer returns and active exchange with all responsible interfaces
• Arranging dealer returns and active exchange with all responsible interfaces
• Communication with customers via coordinated channels

Clarification of the facts and coordination of the necessary measures by promptly passing on the required information

• Acting as a key user and/or tester in system and process-based IT projects as well as updating and adapting test scenarios.
• Support in projects and workshops to achieve departmental goals.

Key Relationships:

• Wholesale accounts
• Consumer
• Account Operations Team
• Ecom and Own Retail Europe
• External Account Operations: Webhelp
• Product Quality and Marketing Team
• Returns Department
• Sales Team
• IT TEAM
• Credit Management Team
• Insurance department

Knowledge, Skills and Abilities:

• Advanced knowledge of MS Office, SAP, Salesforce and Micro Strategy
• Fluency in German (written and spoken)
• Advanced knowledge of English (written and spoken)
• High degree of customer orientation and communication skills
• Process-oriented thinking and in-depth understanding of complex interrelationships
• Confident, positive and committed team member who contributes to a high performing culture within the team and department
• Experience of working under pressure to meet deadlines and conflicting priorities

Requisite Education and Experience / Minimum Qualifications:

• Successfully completed vocational training in the field of industry and logistics, with further training or a Bachelor's degree
• At least 1 year of experience in a role with direct contact to external or internal customers