Customer Service Specialist

2 settimane fa

Monza, Lombardia, Italia Adidas A tempo pieno

Shape the future of sports with adidas Europe, where innovation meets culture.

Our European heritage has been a driving force in global sports trends for over 75 years, and we're seeking pioneers and visionaries to join our bold journey.

As a Customer Service Specialist, you'll be part of a team that values creativity, courage, and innovation, working in a multinational environment that brings skills and passion to a challenging and constantly evolving industry.

The purpose of this role is to offer reliable and competitive service to adidas partners, establishing the most efficient and effective framework for enhanced collaboration, all in accordance with adidas Group guidelines, policies, and strategy.

Key responsibilities include:

  • Executing the overall strategy for the Account Operations organization in-line with the global adidas strategy.
  • Embracing the cluster's priorities and focusing on the zone's initiatives and specificities.
  • Applying adidas standards, policies, procedures, and best practices in daily work.
  • Managing customer orderbooks and driving efforts cross-functionally to deliver accurately on-time and in-full.
  • Securing order entry has been executed from the relevant teams and tools with % accuracy and within the defined timelines and rules.
  • Monitoring delays, highly focusing on launches availability and execution, in line with Marketing activation plans.
  • Managing customers' claims and returns, ensuring reliability and responsiveness to customer requests and complaints to enhance Customer Satisfaction.
  • Attending meetings and virtual meetings with assigned customer portfolio and affiliated departments.
  • Working in close collaboration with key stakeholders and supporting them by providing specific expertise in the processes involved.
  • Optimizing reports and analysis tools to detect, call out, and mitigate risks, to drive shipment rate and contribute to marketplace revenue.
  • Measuring progress on defined KPIs and following up with mitigation action plans when needed.
  • Participating in SAP and other Account Operations tools testing processes and future enhancements.

Required skills include:

  • MS Office, SAP, Salesforce, Power BI.
  • Excellent written and verbal communication skills.
  • Excellent interpersonal skills with customer-oriented and solution-oriented mindset.
  • Team player, well-organized, with enthusiasm, curiosity, and initiative.

Life at adidas includes:

  • Annual bonus.
  • Canteen.
  • Internal Gym.
  • Free access to self-learning platform.
  • Employee Assistance Program (personal counselling on variety of topics).
  • Hybrid working model.

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