Sr. Specialist Customer Service Digital

hace 3 semanas

Ciudad de México adidas A tiempo completo

Purpose:- To support the whole business and a competitive customer service level, in order to achieve sales and profitability objectivesTake the accountability of projects, to improve efficiency and productivity of the whole department- Key Responsibilities:- Co-lead the management and execution of all operational process in customer service.- Acting as key point of contact for internal stakeholders and customers inquiries related to orders and delivery status, changes, returns and claims.- Accountability of customer service back-office reporting and dashboards, KPI’s using tools such as Power BI, SAP, Excel, Salesforce.- Managing the customer order books, ensuring is always updated according to customer master data, including the monitoring of electronic receipts using the tools provided.- Highly understanding of all type of SAP orders and MRP management.- Processing returns and complaints in line with the policy regulations while cooperating with commercial, logistics and financial partners, using Salesforce.- Participate in projects related to automation, productivity and digital mindset.- Support marketing team processing and deliver promotion orders.- Interact with their colleagues in LAM countries as a benchmark to develop best practices.- Ensure compliance with procedures and policies and develop local procedures.- Be ready to be the back up of key, field and direct shipment accounts if needed.- Knowledge Skills and Abilities:- University degree or equivalent education is mandatory- Broad and deep theoretical understanding of digital functional area- Minimum 3 years of experience in job function related.- Strong communication and stakeholder management skills- Strong negotiation and project management skills- Advanced English and Excel- SAP intermediate- Microsoft Power BI and Salesforce desirable.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:- Sr. Specialist Customer Service Digital- BRAND:- adidas- LOCATION:- Mexico City- TEAM:- Customer Service- STATE:- MEX- COUNTRY/REGION:- MX- CONTRACT TYPE:- Full time- NUMBER:- - DATE:- Aug 29, 2024

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