Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
8/22/2017
Job Category:
Customer Service
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Account Specialist - adidas Team - 1st Shift
Adidas | Indianapolis, Indiana
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Job Description

1st Shift, 8a - 5p

 

Purpose:  To provide top customer service to all our customers by answering calls in a timely manner, giving out accurate information concerning orders and making the customer feel they are #1.

 

Key Responsibilities:

  • Review all customer orders, including EDI transmissions, to ensure necessary information needed is provided.  Must check size scale, inventory, pricing/discounts, art issues and confirm order has accurate ship/cancel dates.  Works directly with sales rep to rectify any problems that are encountered. 
  • Keep all assigned orders in a shippable status.  Must work Problem Order Status Log (see attached procedure) each week.  This will identify art issues, stock issues or scheduling problems that would prohibit the shipping of an order on time.  Works directly with the sales rep to get problems resolved and get order into a shippable status.
  • Problem solving to satisfy customers and Group Athletica.  This would include identifying batching opportunities, stock issues, and suggesting alternative colors/styles to fill an order.  Work with internal personnel to solve issues originated by our customers and provide customer satisfaction that is acceptable for both parties.
  • Assisting sales reps and customers.  This would include, but not be limited to, expediting orders, confirming the status of an order, sending necessary supplies to a sales rep and assisting sales reps when they are traveling.
  • Work with production facility to get orders shipped in a timely fashion.  They are the voice of the customer in our building.  They must answer questions in a timely manner in order to get shipments out on time and accurate. 
  • Extensive phone (see attached procedure) and email work.  90% of communication is done via phone or email.  Must be extremely professional and able to handle stressful situations while remaining calm. 
  • Taking orders over the phone from authorized customers.  They must work with the customer to ensure they are placing an order for the correct merchandise and at the same discount level that is authorized.
  • Work with credit department to rework customer orders to get in line with their credit limit.
  • Helps research chargeback issues that are related to their assigned accounts.  Supplies any support documentation that would help Group Athletica deny a potential chargeback issued by our customers.          
  • Processes commit orders and ensures they are turned into “real” orders in an agreed upon time frame for authorized commit accounts.  Also, works with scheduling to ensure they are aware of “real” orders that are replacing commit orders for allocation purposes.
  • Research and issuing of return authorization requests for customers in their assigned territory.  Goal is to process and reply to customer in less than 72 hours. 
  • Must be able to handle a high level of stress while remaining level headed and able to solve the issues at hand. Must be able to address questions concerns from their customers/sales reps while also being the point of contact for any Distribution questions or issues.

 

Key Relationships:

  • Other customer support personnel
  • Sales reps
  • Customers/buyers
  • Account executives
  • All internal departments

 

Knowledge Skills and Abilities:

  • Excellent written/ verbal communication
  • Professional phone manner/ Customer Service is the voice of the company
  • Ability to handle multiple at once
  • Works well under pressure
  • Computer knowledge recommended
  • Problem solving skills a must

 

Requisite Education and Experience / Minimum Qualifications:

  • High School Diploma
  • 1 year customer service experience preferred

About Adidas

Adidas is a global designer, developer and marketer of athleticfootwear, apparel and accessories with the mission to be the leading sports brand in the world.

This company profile was created by AfterCollege and is about Adidas. This page is not endorsed by or affiliated with Adidas. For questions regarding company profiles, please email: care@aftercollege.com.