Job Description

Purpose & Overall Relevance for the Organisation:


We are seeking an enthusiastic and hard-working individual to become a member and team lead in our Customer Service and account operations team. This diverse role will see you accountable for a variety of tasks relating but not limited to management of wholesale customer orderbooks, in term of processing, reporting and KPI management linked to overall business priorities and forecasts. Alongside the processing responsibilities this role will also involve leading a team of coordinators in terms of executing against same business priorities.


Key Responsibilities:
Lead a customer service team and ensure delivery of monthly / weekly targets as part of the account management team.

Implement key strategic initiatives

Management of customer orderbooks in terms of order intake, outbound processing, issue resolution and reporting in conjunction with internal operational stakeholders.

Be the "go to" person relating to account performance from an order fulfilment & order book perspective. The role not only guides or leads the team but is also responsible for orderbook processing.

Build a quarterly & monthly target per account and banner of responsibility, aligning with commercial pillar lead and supply chain to ensure target aligns with RFC and is achievable based on monthly inbound shipping information.

Responsible for high level communication with Key Account distribution centres:

o ensuring booking timelines and dates are adhered to.
o Any unique or relevant processes are delivered against to ensure success. For example: ticketing / ASN bookings etc.
Play an active role in leading the delivery of quarterly and monthly metrics against which business delivery and customer order book can be measured and managed.

Close collaboration across the Supply Chain and Operations matrix, including but not limited to inbound, DC planning and outbound.

Build relationships across DC team, including DSV and 3rd party logistics providers ensuring constant process alignment and optimization.

Engage with multiple stakeholders to problem solve and drive issue resolution across system landscape and customer related query's.

To be proactive in your approach and drive change where applicable.

Work towards both individual and team KPI's to improve business standards, service levels and financial results.



Knowledge, Skills and Abilities:
A strong customer service focus

Excellent communication skills and a proven ability to develop strong relationships with both SCM stakeholders and Customer DC and operational stakeholders.

Strong commercial and analytical skills sets

Ability to lead in a team environment where performance is measured

Experience in working under pressure to meet deadlines and conflicting priorities

Result and solution orientated mindset

Strong Microsoft Office skills are essential.



Requisite Education and Experience / Minimum Qualifications:
Minimum 3-4 years of experience in sales, supply chain, logistics and/or customer service

Bachelors degree in related field.

2 -3 years people management experience

SAP experience preferable (AFS, S4 HANA)

Salesforce experience preferable

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.

JOB TITLE:
Senior Specialist Customer Service and Operations - EM South
BRAND:
LOCATION:
Cape Town
TEAM:
Sales
STATE:
West
COUNTRY/REGION:
ZA
CONTRACT TYPE:
Full time
NUMBER:
524965
DATE:
Apr 15, 2025