Customer Service Assistant Franchise
Location
Monza | Italy
Job description
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
Job tags
Salary