Senior Specialist Customer Service (B2B & Fashion Accounts)
- adidas
- Cairo, Cairo Governorate, Egypt
وصف الوظيفة
Purpose & Overall Relevance For The Organisation
This diverse role will be responsible for a variety of commercial services primarily managing regional partners portfolio (sample: B2B partners, Fashion Accounts ..etc) from order to cash cycle with excellent sales and operational planning.
Key Responsibilities
- Excellent sales and operational planning capabilities.
- Ensure timely and accurate order entry and release of orders for processing.
- Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF.
- Ensure accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
- Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
- Provide assistance and support to internal partners including Sales, Marketing, Finance, SCM representatives relating to order processing.
- Support business on delivery of sales and financial targets and objectives.
- Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
- Work towards both independent and team KPI’s to improve business standards, service levels and financial results.
- Build constructive relationship with the customers and enhance the customer satisfaction.
- Develop and review reports relating to order book KPI’s and transactional activities of the team.
- Speed of execution.
- Customer satisfaction and engagement
- Customer Service Excellence.
- CS SLA & Blueprints.
- Process enhancements & efficiencies.
- Report enhancements.
- Customers.
- Sales Team.
- SCM (Operations, Purchasing, OBF…).
- Finance Team.
- Marketing Team.
- External Stakeholders (Forwarders, Banks…).
- A strong customer service focus.
- Excellent knowledge of Supply Chain and/or Logistics.
- A high level of problem solving ability.
- Superior attention to detail and accuracy.
- Excellent communication skills and a proven ability to develop long lasting relationships.
- Experience in working under pressure to meet deadlines and conflicting priorities.
- Strong Microsoft Office skills are essential.
- Strong ERP/SAP knowledge an added advantage.
- Team player with high planning, organizing and reporting abilities.
- Fluency in Arabic is a must.
- French speaking is an added advantage.
- University degree in Business and administration, Supply Chain or Logistics.
- Minimum 2-3 years of overall work experience in customer service, supply chain or Logistics.
