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 Iberia market;
  
• Communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.


• 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 Spanish and Portuguese (written and spoken)


• Understanding of costs and of sales generation

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 ? THE 3CS: CONFIDENCE, COLLABORATION AND CREATIVITY.

CONFIDENCE allows athletes to make quick decisions on the field, to reach higher. For us at adidas confidence means acknowledging that we don?t have all the answers. But we are willing to take risks, we try new things. And if we fail, then this is part of our learning ? it helps us improve.


COLLABORATION. Every elite athlete relies on partners: coaches, teammates, and nutritionists. We, too, know that we are stronger together. Winning as one team takes open and candid dialogue, inclusiveness and trust in each other?s abilities and talents.


Being the best sports company in the world takes CREATIVITY. No great athlete succeeds by copying their predecessors? training plans and strategies. We have to be open to new ideas, explore, gain an edge and stand out. Only then can we succeed.

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:
Team Lead Customer Service - Spanish & Portuguese Speaker (M/F/D)
BRAND:
adidas
LOCATION:
Porto
TEAM:
Sales
STATE:
13
COUNTRY/REGION:
PT
CONTRACT TYPE:
Full time
NUMBER:
448128
DATE:
May 10, 2022