Senior Specialist Customer Service AP

Purpose & Overall Relevance For The Organisation

This diverse role will be responsible for a variety of tasks primarily managing the customer orders for a portfolio of nominated accounts or area.

Key Responsibilities

• Ensure timely and accurate order entry and release of orders for processing.
• Review of order book to ensure customer requested delivery is achieved.
• To provide visibility to internal and external stakeholders on product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
• Timely preparation of export documents and L/C negotiation
• 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, Operations 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.
• Contribute to the development of business improvement opportunities wherever possible.
• Develop and review reports relating to order book KPI’s and transactional activities of the team.
• To coordinate a cross-functional collaboration with internal stakeholders towards common goals set by the organization
• Manage adhoc projects and reports initiatives as required by the Line Manager.
• Ensure self-development plan alongside MYBEST initiatives as set by the business.
  
  

KPI’s

• Speed of execution.
• Customer Service Excellence.
• CS SLA & Blueprints.
• Process enhancements & efficiencies.
• Report enhancements.
  
  

Key Relationships

• Customers.
• Sales Team.
• SCM (Operations, Purchasing, OBF…).
• Finance Team.
• Marketing Team.
• External Stakeholders (Forwarders, Banks…).
  
  

Knowledge, Skills And Abilities

• 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.
• Local language or French an added advantage.
  
  

Requisite Education And Experience / Minimum Qualifications

• 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.
  
  

Language skills: English mandatory local language an added-on advantage

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.

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