TeamLead CustomerService - FrenchSpeaker(M/F/D)

adidas GBS Porto

Maia, Portugal

há 1 dia

source : Europe Language Jobs

Description

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 customersAssess 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 performanceDevelop 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 talentFulfil 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 France 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 claimsMonitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and SalesCoordinating 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 ManagementSetting and / or authorizing order and invoice value date in accordance with the applicable value date and signature regulationsCoordinating 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 involvedPerforming 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

Requirements

Knowledge, Skills and Abilities : Advanced working knowledge of MS Office, SAP / CRM and Business ObjectsA strong customer service focusA high level of problem-solving abilityHighly developed organizational and time management skillsExcellent communications skills and proven ability to develop strong relationshipsAbility to create a high-performance team.

Advanced English language skills (written and spoken)Fluency in French (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 degree3+ years’ experience in providing customer support in the field of customer service, sales or logisticsExperience in people management

Offer

What are we offering?Competitive salary and benefitsHybrid work policy and flexible working hoursSports and work-life balance incentivesUpskilling and internal growth (local and international)International and diverse work environmentState-of-art office space and conditions

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