Customer Service Manager

Purpose & Overall Relevance for the Organization:

Deliver a best in class customer service experience to adidas customers in NA by leading and managing the day to day operational and commercial activities for a determined account base / team. Supporting Business and Customer initiatives which add value to our business and working closely with the Operations and Sales team to ensure business processes are efficient as well as commercially focused.

Key Responsibilities:

To ensure the Customer Service (CS) teams are applying available adidas Group standards and best practices in daily work
To ensure reliability and responsiveness to Customer requests and complaints by training and performance monitoring
To ensure order book accuracy and on time in full deliveries (OTIF)
To participate in the monthly forecast update in alignment with the Sales team and Finance
To coordinate a cross-functional communication between internal interfaces (e.g. Sales, Finance, Planning, Order Book Management, Purchasing, IT, Operations)
Manage departmental and business projects / initiatives as required by the department lead.
Liaising with the relevant teams to ensure in-market adherence to all timelines and processes.
Support the review and subsequent roll out of new working practices driven out of the CS Excellence workshops
Ensure CS are driving towards and positively contributing to the commercial and financial targets set.
Manage CS and operational efficiencies to a positive and tangible outcome whilst maintaining a strong working relationship.
Steer departmental key performance indicators to continuously improve standards, service and financial results, following through on improvement opportunities wherever possible.

Key Relationships:

Customer
Sales team
Finance
SCM
MOPS/IT

Knowledge, Skills and Abilities:

A strong customer centric attitude and mindset
A high level of problem solving ability
Able to manage conflict well
Superior attention to detail and accuracy
Excellent communication skills and a proven ability to develop long lasting relationships with our key accounts
Experience in working under pressure to meet deadlines and conflicting priorities

Requisite Education and Experience / Minimum Qualifications:

Educational Background: University degree in business administration, focus on Sales/SCM

Professional background:

3-4 years’ experience in Customer Service or supply chain in Sporting Goods, Fashion, FMCG

Minimum 2 years people management experience

Excellent knowledge and skills in all PC based systems inc Microsoft office and SAP

Experience managing projects desirable

Language skills: Hebrew, Fluent in English

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE: Speak up when you see an opportunity; step up when you see a need..
OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

ADIDAS CELEBRATES DIVERSITY, SUPPORTS INCLUSIVENESS AND ENCOURAGES INDIVIDUAL EXPRESSION IN OUR WORKPLACE. WE DO NOT TOLERATE THE HARASSMENT OR DISCRIMINATION TOWARD ANY OF OUR APPLICANTS OR EMPLOYEES. WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

JOB TITLE:
Customer Service Manager
BRAND:
adidas
LOCATION:
Holon
TEAM:
Sales
STATE:
M
COUNTRY/REGION:
IL
CONTRACT TYPE:
Full time
NUMBER:
508963
DATE:
Apr 11, 2024