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Sales Operations and Account Management Expert

hace 2 meses

Bogotá, Bogotá D.E., Colombia adidas A tiempo completo

Purpose & Overall Significance for the Organization:

The Account and Sales Operations / Claims team plays a crucial role within adidas' wholesale customer service framework. This unit is tasked with managing claims activities, including logistics claims and invoice oversight. The team ensures that all operations are executed promptly and meet the required quality standards. Additionally, the team engages in various projects aimed at process optimization, tool deployment, and other necessary initiatives.

Primary Responsibilities:

  • Oversee invoice management tasks such as billing transmission, resolution of billing discrepancies, and monitoring of billing due lists.
  • Handle claims management functions including logistics claims and issues related to defective or used products.
  • Facilitate communication with clients through all relevant channels (e-mail, tickets, phone), providing necessary information regarding claims and billing.
  • Develop and maintain customer relationships, focusing on problem resolution and root cause analysis.
  • Collaborate with customer service, sales, and other business stakeholders to ensure seamless operations.
  • Identify opportunities for improvement and assist in their execution.
  • Support ongoing projects aimed at implementing technological solutions.

Key Relationships:

  • Credit Management
  • Other Customer Service Teams
  • Sales Teams
  • Market Finance

Knowledge, Skills, and Abilities:

  • Strong orientation towards customer service.
  • High levels of empathy and emotional intelligence.
  • Proficiency in SAP.
  • Experience in a Shared Service environment or similar setting.
  • Ability to communicate effectively in English in a business context.
  • Attention to detail and a strong customer-focused mindset.
  • Excellent problem-solving and analytical capabilities.
  • Self-motivated and capable of working independently.
  • Willingness to travel for extended periods.

Required Education and Experience / Minimum Qualifications:

  • University degree.
  • 1-2 years of experience in customer support within customer service, sales, or logistics.
  • High level of customer orientation and communication skills.