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Senior Account Operations Specialist

vor 3 Monaten

Herzogenaurach, Bayern, Deutschland adidas Vollzeit

Objective and Significance to the Organization:

Provide exceptional services to a designated group of clients in partnership with the sales division and essential departments to achieve the company's strategic objectives.

Key Responsibilities:

  • Exhibit expertise in all operational and commercial domains, ensuring outstanding customer service is consistently delivered.
  • Proactively evaluate existing processes and practices, suggesting and implementing effective enhancements.
  • Handle daily client inquiries with the goal of resolving issues and providing innovative and efficient solutions. This includes:
    • Engaging with wholesale clients through all established communication channels
    • Delivering comprehensive information regarding orders and products
    • Generating, analyzing, and interpreting data and reports aligned with business requirements and client expectations
    • Collaborating with relevant departments to find solutions to recurring issues, thereby minimizing complaints or returns
    • Working closely with the sales team, offering expertise and support.
  • Collaborate with wholesale clients and partners to ensure accurate and efficient customer onboarding:
    • Coordinate new client setups and modifications to client data (e.g., closing customer accounts, implementing delivery blocks, and establishing release strategies) in conjunction with relevant internal teams
    • Manage changes to and exits from buyer groups in partnership with finance, IT, and customer data
    • Authorize order and invoice values in compliance with applicable valuation and signature protocols
  • Oversee the order management process from purchase order to invoicing to guarantee transparency and conversion of the order book.
    • Process and manage all types of orders and contracts
    • Address internal order issues or escalate them to stakeholders to ensure a seamless workflow
    • Track delays
    • Maintain the order book
    • Facilitate the prompt creation of delivery notes to ensure timely and complete deliveries, prioritizing orders in line with strategic directives. Assist relevant departments in addressing potential issues (e.g., requesting expedited deliveries)
    • Uphold approved special discounts
    • When necessary, play a crucial role in the timely delivery of sensitive products by collaborating cross-functionally to monitor the product and meet key deadlines.
    • Monitor electronic receipts for discrepancies and coordinate the rectification of these issues using available tools (e.g., EDI, missing item data, missing segmentation)
  • Coordinate special handling for new applications and modifications in alignment with our business strategy.
    • Assess the feasibility of shipping and packaging requirements of clients and, if needed, coordinate implementation within the system
    • Maintain the process system and relay special handling information and, if applicable, labels to warehouses and production facilities
  • Manage returns and complaints according to established guidelines, documenting all requests in the CRM system, and collaborating closely with internal and external logistics partners (freight forwarders, inbound and outbound, warehouses) and the finance department:
    • Returns and refusals: Review and decide on applications, managing the process until credit notes are issued
    • Complaints: Evaluate, document, reject, or approve requests for credits due to quality defects, handling errors, and pricing discrepancies
    • Independently resolve and clarify outstanding receivables and invoice adjustments
  • Execute special projects, commercial agreements, and client-specific management of supplies for campaigns, promotional items, and introductory products.
  • Support and represent colleagues working in other customer service divisions.

Optional Responsibilities:

  • Act as a key user and/or tester in system and process-oriented IT projects, updating and adapting test scenarios.
  • Assist in projects and workshops aimed at achieving departmental objectives.
  • Participate in client meetings both internally and externally.

Authority:

Power of attorney

Main Contacts:

  • Wholesale
  • Account Operations Team
  • Sales Team
  • IT
  • Supply Chain Teams (local and Europe-wide)
  • External Third Parties
  • Credit Management Team
  • Marketing

Knowledge, Skills, and Abilities:

  • Proficient in MS Office, SAP, Salesforce, and MicroStrategy
  • Fluent in German (written and spoken)
  • Advanced English language skills (written and spoken)
  • Strong business acumen
  • High level of customer orientation, presentation, and communication skills
  • Process-oriented mindset with a deep understanding of complex relationships
  • A confident, positive, and engaged team member contributing to a high-performance culture within the team and department.
  • Experience in high-pressure environments to meet deadlines and manage conflicting priorities
  • Willingness to travel as required

Required Education and Experience / Minimum Requirements:

  • Successfully completed vocational training in industry or logistics, along with further training or a bachelor's degree
  • Over 3 years of experience in customer service within customer service, sales, or supply chain sectors