Purpose & Overall Relevance for the Organization Account Operations is responsible to support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel (adidas). Responsibilities <ul> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Provide Account operations support to all assigned customers in specific market. </li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and provide information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Work in close cooperation with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics: <ul> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Backlogs, cancellations, launches, pre-pack promotions, etc;</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Returns and complaints;</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management;</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations.</li> </ul> </li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Perform order book management by recording and managing all types of orders; manage deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitor electronic receipts for errors and correcting these errors using the tools provided.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Work in close collaboration with dedicated customer portfolio, performing calls and sharing information with sales. </li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Coordinate special handling for new requests and support in processing of returns and complaints.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Track carrier deliveries and parcel deliveries.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Request return and/or intermediate transport from the logistics partners.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Process damage reports and notify the Insurance department in case of damage and losses.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Record all processes in the CRM system and log this information in the statistics for the purposes of status monitoring and KPI analysis.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Work in close cooperation with the Sales team and support them in customer service by providing specific expertise in the processes involved.</li> <li style="text-align:justify;font-size:12.0pt;font-family:'Times New Roman', serif">Perform special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.</li> <li style="text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif">Work in close cooperation with colleagues from other groups within Accounts & Sales Operations.</li> <li style="text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif">Support direct management with analysis and improvements, such as Problem-Solving preparation, controls review and implementation.</li> </ul> Key Relationships Customers, Sales Channel Management, Account operations, Global Operations in France (Purchasing, Warehouses, Customer Fulfilment, Inbound and Outbound), Credit & Collections, IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies, and central regulation bodies. Knowledge, Skills, and Abilities <ul> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">A strong Customer Service focus and excellent communication skills.</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Advanced working knowledge of MS Office, SAP/CRM, and Business Objects </li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Advanced English knowledge (written and spoken)</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Understanding of costs and of sales generation</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Process-oriented mindset and in-depth understanding of complex correlations.</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Proactive, Autonomous, and independent working style </li> <li style="text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif">A high level of problem-solving ability</li> <li style="text-align:justify;font-size:10.0pt;font-family:'Times New Roman', serif">Ability to contribute to a team environment where performance is measured.</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif">Experience in working under pressure to meet deadlines and conflicting priorities. </li> </ul> Requisite Education and Experience/Minimum Qualifications <ul> <li style="font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:4.4px">Successful completion of mandatory education level or vocational studies. Bachelor's degree is a plus.</li> <li style="font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:4.4px">2+ years’ experience in providing customer support in the field of customer service, sales or logistics. </li> </ul>

Specialist GBS Acct & Sales Ops (Maternity Cover) (Porto, 13, PT) @ adidas

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