Adidas SPECIALIST SPECIAL SERVICE 

China, Shanghai, Yangpu District 

77681930

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