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Adidas SR SPECIALIST CUSTOMER SERVICE DIGITAL 
Switzerland, Lucerne 
592501351

30.08.2024

Take the accountability of projects, to improve efficiency and productivity of the whole department

Key Responsibilities:

  • Co-lead the management and execution of all operational process in customer service.
  • Acting as key point of contact for internal stakeholders and customers inquiries related to orders and delivery status, changes, returns and claims.
  • Accountability of customer service back-office reporting and dashboards, KPI’s using tools such as Power BI, SAP, Excel, Salesforce.
  • Managing the customer order books, ensuring is always updated according to customer master data, including the monitoring of electronic receipts using the tools provided.
  • Highly understanding of all type of SAP orders and MRP management.
  • Processing returns and complaints in line with the policy regulations while cooperating with commercial, logistics and financial partners, using Salesforce.
  • Participate in projects related to automation, productivity and digital mindset.
  • Support marketing team processing and deliver promotion orders.
  • Interact with their colleagues in LAM countries as a benchmark to develop best practices.
  • Ensure compliance with procedures and policies and develop local procedures.
  • Be ready to be the back up of key, field and direct shipment accounts if needed.

Knowledge Skills and Abilities:

  • University degree or equivalent education is mandatory
  • Broad and deep theoretical understanding of digital functional area
  • Minimum 3 years of experience in job function related.
  • Strong communication and stakeholder management skills
  • Strong negotiation and project management skills
  • Advanced English and Excel
  • SAP intermediate
  • Microsoft Power BI and Salesforce desirable.