Senior Specialist, Customer Service, Wholesale (1year)

Customer Service Ambassador

To represent the assigned accounts internally as a 'Customer Service ambassador' towards all cross functions and manage all interfaces, aligned with the Sales team in order to achieve commercial goals.

Key Responsibilities:

• To response internal and external customers in terms of their calls and e-mails relating to delivery, shipment, reorder, order transfer, order cancellations and order adjustment to ensure providing highly quality of customer service in a timely manner.
• To insert clearance orders in the system (Manual)
• To adjust order book according to delivery information and inform customers and Sales team on delays
• To collect proactively re-orders for customers and input in the system accurately
• To support the sell in order and sport order at least two times per month and inform DP, MOPs and SCM in order to ensure that the Accounts receive the right products in right time
• To support to communicate credit issues & Holding order Status internally on daily basis
• To investigate and resolve non-routine customer/consumer complaints
• To support to provide order-book with Sales Representatives of the assigned accounts to ensure on time in full deliveries
• To share order fulfilment data to Sales Team & WHS Planning Team on Marketing highlight concept products.
• To provide information such as drop list, shipping information on a regular basis
• To report & input demand order by closing working with Sales team
• To process and send out the orders confirmations by generating detailed information and achieved confirmation from customers on a seasonal basis
• To collect the information of product life cycle and early price reduction together with Sales Team and Retail Team and share the agreed products to the customers and Sales as well as update in the system
• To manage and update adiPortal (CLICK) system and provide information to Sales Representatives and Accounts in order to make sure they use the system correctly without errors
• Responsible for entering Order types into SAP
• Review and Report that Monthly Closing report (Sales Order Creation, Cancellation)

Key Relationship:

• Global: Centre of Excellence (CoE) Wholesale
• Market: Brands, Sales, SCM, Demand Planning, MOPS, DC Operations
• External: Customers

Knowledge, Skills and Abilities:

• Strong interpersonal skills: Very good communications and negotiating abilities as well as high presentation, relationship management and facilitation skills
• Fluent in written and spoken local language as well as English. Skills and abilities in other language are an added plus

Requisite Education and Experience / Minimum Qualifications:

• University degree in business with marketing and sales focus
• Minimum 1~2 years of sales experience within large sales organizations, ideally in apparel/fashion/shoes or FMCG
• Exposure: Sports, Marketing, Supply Chain
• IT skills: Advanced MS Office Skills, SAP