Customer Service Assistant Franchise

Purpose & Overall Relevance for the Organization:

Depending on the level of service defined as part of European Franchise strategy:

• Proactively manage and convert/invoice the customer order book
• Contribute to the achievement of seasonal KPI objectives (rotation of stock, margin, turnover, etc.)
• Serve as the interface between the customer and the various internal adidas services (sales – inbound – outbound – communication – marketing/trade – IT – after-sales service) with a permanent focus on customer satisfaction and the achievement of department objectives depending on the distribution of roles/responsibilities and the level of service defined with the Franchise team

Key Responsibilities:

Proactively manage the orderbook :

• Ensuring optimal recording of orders (order & reorder entry, control of volumes ordered / released or cancelled)
• Providing product availability tracking:
• Specifically monitoring availability on sensitive articles (Windows & event campaigns, pre-launch articles etc) and communicating with Marketing team and SCM in redards to status and actions required on thoseto ensure ontime in full availability
• Managing restocks, replenishments and cancellations including overseeing the replenshiment through Smart Supply system
• Monitoring the coverage of orderbook in collaboration with SCM teams:
• Availability confirmation based on the planned Retail Intro Dates
• In time delays identification and impelmentation of actions required based on this
• Planning and prioritization of deliveries according to the customer needs
• Interaction with Order Fulfillment team: DN’s Coordination, following DN’s after release with the credit management team, warehouse, carriers and the franchise stores
• Overseeing New Openings & refits orderbook in collaboration with Senior Manager Buying / Franchise
• Ensuring regular reporting and status update to management, Franchise Partner and customers on order book status and backlog management

Support Sell-in and order placement:

• Coordinating pre-season order placements in collaboration with Senior Manager Buying / Franchise
• Placing and monitoring franchise contract orders based on the guidance from Senior Manager Buying / Franchise
• Supporting Senior Manager Buying / Franchise in the overall sell-in organization

Oversee Returns & clearance:

• Coordinating returns process in collaboration with GBS
• Ensuring information flow towards customers

Ensure customer satisfaction:

• Providing regular communication to customer in regards to orderbook, delivery status & backlog
• Ensuring a rapid and reliable response time to customer requests
• Establish trust in the fulfillment capabilities of the adidas Group
• Create & maintain a win-win feeling for all involved stakeholders

Knowledge, Skills and Abilities:

• Strong communication and interpersonal connection skills
• Process-oriented and open - mindset
• Highly customer-oriented and cost-oriented approach
• Excellent working knowledge of MS Office (Excel) & SAP
• Fluency in English (written and verbal)

Requisite Education and Experience / Minimum Qualifications:

• Bachelor's degree
• 2 years’ experience of providing customer support in the field of Customer Service, sales or logistics