Team Lead Customer Service

4 semanas atrás

Porto, Portugal Adidas Tempo inteiro

Purpose & Overall Relevance for the Organization:
- Support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel.- Responsibilities:
- People management:
- Ensure a reliable and professional service level by means of disciplinary and functional leadership of the team, which includes the following:
- Fill vacant positions in the team in alignment with the Manager CS.
- Promote a high-performance culture by communicating and monitoring clear expectations and setting individual targets, encouraging the employees to work independently in order to be able to fully meet the specific requirements of the channel customers
- Assess performance and skills of team members as part of the performance evaluation, conduct feedback meetings in a timely manner, steer performance and deal with low performance
- Develop the team’s functional and social competencies based on the Leadership Framework.
- Perform talent management with the aim of developing employees within the context of their potential and talent
- Fulfil the duty of care for team members (this includes working time and absence management, complying with the internal regulations etc.)
- Ensure and support compliance with employee-related adidas guidelines and policies as well as all legal requirements
- Functional- Independently providing customer service support to all assigned customers in the Central East market;
- Working in close cooperation with internal and external interfaces (e.g. Sales, CS Team, Finance, Order Fulfilment) when dealing with the following topics:

- Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.
- Returns and claims
- Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales
- Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management
- Setting and/or authorizing order and invoice value date in accordance with the applicable value date and signature regulations
- Coordinating special handling for new requests and support in processing of returns and complaints;
- Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involved
- Performing special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
- Standing in for and supporting colleagues working in other groups within Customer Service
- Key Relationships:
- Customers, Sales Channel Management, Customer Service, Global Operations (Purchasing, Warehouses, Finishing, Customer Fulfillment, Inbound and Outbound), IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies and finishing companies, associations and central regulation bodies- Knowledge, Skills and Abilities:
- Advanced working knowledge of MS Office, SAP/CRM and Business Objects
- A strong customer service focus
- A high level of problem-solving ability
- Highly developed organizational and time management skills
- Excellent communications skills and proven ability to develop strong relationships
- Ability to create a high-performance team.
- Advanced English language skills (written and spoken)
- Fluency in Polish, Czech or Hungarian is a plus.
- Understanding of costs and of sales generation
- Availability to travel
- Requisite Education and Experience/Minimum Qualifications:
- Completed commercial management qualification in the field of industry or logistics with further training or a Bachelor's degree
- 3+ years’ experience in providing customer support in the field of customer service, sales or logistics
- Experience in people management

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 WORKPL

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