Senior Specialist Customer Service

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.
- KPI’s:
- Speed of execution.
- Customer satisfaction and engagement
- 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.
- Fluency in Arabic is a must.
- French speaking is 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.

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE: Speak up when you see an opportunity; step up when you see a need..

OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.

INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.

TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.

INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.

RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

**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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- JOB TITLE:
- Senior Specialist Customer Service (B2B & Fashion Accounts)- BRAND:
- adidas- LOCATION:
- Cairo- TEAM:
- Supply Chain Management- STATE:
- C- COUNTRY/REGION:
- EG- CONTRACT TYPE:
- Full time- NUMBER:
- 516362- DATE:
- Oct 3, 2024