Purpose & Overall Relevance for the Organization :
To support the Key & Field Account business in order to achieve sales and market strategy objectives.
To ensure a reliable, adequate and competitive customer service level for all adidas and Reebok Accounts.
To support the Sales Director in order to achieve departmental goals.
Key Responsibilities :
Creating and driving the customer service part of the local sales strategy with a view to achieving departmental and company goals, in alignment with the Sales Director
Participate in Wholesale meeting. Provide clarity to sales team on R&R and Processes (i.e. how to process a return or claim)
Guaranteeing an updated, efficient and optimal overall Wholesale Order Book and providing constant visibility to Sales management on order book situation, including the following :
Representing sales team in 100% meeting lead by OF to review upcoming delays and communicating critical delays to the sales team
Providing Sales Order forecasting to Inbound for logistic warehouse planning
Ensuring a reliable and professional service level as well as by means of functional leadership of the team and development of necessary key skills of the customer service team members.
Monitoring KPIs of the performance of the CS team
Shaping, continually optimising and documenting the Key & Field Account CS processes while taking the interests of the company and the customer into account
Approving returns or claims requests according to authorization matrix, always ensuring the compliancy of the process is respected in the market
Representing the interests of the sales department vis-à-vis responsible persons of other departments (local, region or global) by working as a customer service representative in key projects for the company
Others : Working as a key user and / or tester in system- and process-based IT projects, as well as updating and adapting the test scenarios
Key Relationships :
Knowledge Skills and Abilities :
Experienced in job and fully qualified / trained
Combined broad theoretical and practical knowledge incl. company policies and practices
Strong competence with various tools, procedures, etc
Requisite Education and Experience / Minimum Qualifications :
5 Years experience
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