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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 key 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.
  • Critically assess current working methods and practices, proposing and implementing effective enhancements.
  • Handle daily customer inquiries aimed at resolving questions and providing innovative and efficient solutions. This encompasses:
    • Engagement with wholesale clients through all established communication channels
    • Disseminating all pertinent information regarding orders and products
    • Generating, analyzing, and interpreting data and reports in alignment with business requirements and external customer expectations
    • Collaborating with relevant departments to devise solutions for recurring issues to minimize complaints or returns
    • Working closely with the sales team, offering support through specialized knowledge
  • Collaborate with wholesale clients and partners to guarantee efficient and precise customer onboarding:
    • Oversee new customer setups and modifications to customer information (e.g., deactivation of customer numbers, delivery restrictions, approval strategies) in conjunction with the relevant internal teams
    • Facilitate 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 regulations
  • Manage the order book from purchase order to invoicing to ensure clarity 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 seamless workflow
    • Track delays
    • Maintain the order book
    • Ensure timely creation of delivery notes to facilitate prompt and complete delivery, including prioritization of orders in line with strategic directives. Assist relevant departments in the event of potential issues (e.g., requesting expedited deliveries)
    • Maintain approved special discounts
    • When applicable, play a crucial role in the timely delivery of sensitive products by collaborating cross-functionally to monitor the product and ensure critical deadlines are met.
    • Monitor electronic receipts for discrepancies and coordinate the rectification of these discrepancies using available tools (e.g., EDI, missing item data, missing segmentation)
  • Coordinate special handling for new applications and modifications in accordance with our business strategy.
    • Assess the feasibility of shipping and packaging requirements of clients and, if necessary, coordinate implementation in the system
    • Maintain the process system and relay special handling information and, if applicable, labels to warehouses and production facilities
  • Manage returns and complaints in accordance with established guidelines, documenting all requests in the CRM system, working closely with internal and external logistics partners (freight forwarders, inbound and outbound, warehouses) and the finance department:
    • Returns and refusals: Evaluate and decide on applications, managing the process until the credit note is issued
    • Complaints: Review, document, reject, or approve requests for credits due to quality defects, form/special handling errors, discount and price discrepancies
    • Independently resolve and finalize outstanding receivables and invoice adjustments
  • Carry out special tasks, commercial agreements, and customer-specific management of supplies for campaigns, promotional items, introductory items, etc.
  • Support and represent colleagues in other customer service groups.

Optional Responsibilities:

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

Authority:

Power of attorney

Main Contacts:

  • Wholesale
  • Broad 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 proficiency (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 working under pressure to meet deadlines and manage conflicting priorities
  • Willingness to travel if necessary

Required Education and Experience / Minimum Requirements:

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