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Senior Customer Fulfillment Specialist for Alliance Accounts
vor 3 Monaten
HR Contact: Fabian Kaller
Objective:
This position is designed to facilitate the fulfillment of requirements for our alliance account clientele, ensuring exceptional customer service while optimizing internal processes. Your role encompasses overseeing daily operations to guarantee the timely release of orders in alignment with the Supply Chain Management (SCM) strategy, ultimately aiming for superior customer satisfaction.
Your responsibilities will span from the initial sales order entry to the complete and timely delivery of products within your designated accounts, while also managing specific components of this process.
Primary Responsibilities:
- Oversee the outbound order book, monitoring delivery note creation and transfers for potential delays, and take necessary actions (e.g., delivery note prioritization, maximum delivery note quantity, billing, goods issue, credit management).
- Establish robust partnerships with Distribution Centers (DC) and Outbound teams to ensure operational excellence, while coordinating support for delivery issues related to Alliance Key Accounts (AKA).
- Assist in daily operations and order book conversion for alliance account customers by collaborating with key business areas; assess speed and availability factors, address efficiency challenges, and proactively implement corrective measures to meet monthly and quarterly targets.
- Collaborate with Product Supply and Alliance Account Customer Fulfillment teams to maximize dedicated and direct opportunities, focusing on dedicated potential and conversion.
- Support the Sales and Operations Planning (S&OP) process, including financial target alignment for alliance account customers, by working closely with Finance, Sales, and Customer Service. Validate order book availability and conversion through comprehensive reporting.
- Deliver service excellence across all relevant interfaces to maintain focus on strategic launch processes, including participation in regular local launch meetings.
- Provide insights on order book availability and analyze delays, working closely with Demand Planning, Purchasing, and Sales/Customer Service to support growth and availability.
- Ensure that AKA Value-Added Services (VAS) and order book master data are in alignment with customer Service Level Agreements (SLA) and contracts.
- Compile and present Key Performance Indicator (KPI) reports for AKAs, including SCM performance and transparency in comments.
- Follow up on all decisions made and ensure the execution of required activities stemming from meetings.
- Monitor dedicated and direct conversion rates, understanding the reasons and strategies behind non-conversion; work with key stakeholders to enhance order efficiency programs.
Key Relationships:
- Alliance Account Sales Team
- Customer Service
- Supply Chain Management Europe (including Product Supply, Outbound Fulfillment, Distribution Center Operations, etc.)
- Finance
- Information Technology
Knowledge, Skills, and Abilities:
- Strong understanding of customer and consumer journeys, with the capability to translate ideas into actionable plans.
- Comprehensive knowledge of SCM processes.
- Excellent analytical skills and process-oriented thinking.
- Ability to meet deadlines through effective time management and prioritization.
- Fluency in English (both written and verbal).
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint); familiarity with SAP AFS is advantageous.
Required Education and Experience:
- A college or university degree focused on supply chain management, or an equivalent combination of education and relevant work experience in Logistics, Footwear, and/or Apparel.
- A minimum of 2-3 years of experience in Supply Chain Management or Customer Service within the footwear and apparel sector.
adidas values diversity, promotes inclusivity, and encourages individual expression in the workplace. We uphold a zero-tolerance policy towards harassment or discrimination against any applicants or employees. We are an Equal Opportunity Employer.
