Customer Service Operations Specialist

Job description

Country: Canada
Job Function: Customer Service

State / Province: Ontario
Position Type: Full time

City / Location: Woodbridge
Brand: adidas

Relocation:

Somewhere, in one of our workshops right now, the future is taking shape. We are constantly working to redefine the way clothing and footwear transforms the pitch, court or course. This is what drives us: the feeling of discovery and the urge to innovate. When we create a product that makes our hearts beat faster, we know we’re onto something.

If this sounds inspiring, you might be one of us: Someone who loves to create the present, as well as shape the future. There’s a reason adidas has been at the forefront of defining sport for more than 60 years: We never stand still. Everyday, we work to improve everything we create.

At adidas, interesting, amazing and inspiring aren’t just ideas. They are what we do every single day.

Purpose :

· As a key member of the Customer Service operations Team, this person will work with key internal business partners to enhance our current levels of customer experience across all brands. The success of this individual relies heavily on the ability to work collaboratively with key stakeholders with a focus on managing departmental KPI’s, navigating system related challenges and solution driven mind-set.
· This individual will be the Subject matter expert and contribute to the development of reports, analytics, training and aligning with SAP and other systems.

Duties & Responsibilities:

· Execute & support reporting/analytics of order book results, forecasts, departmental KPI’s and statistics by business unit reviewing opportunities, challenges and ‘call-outs’ for improvement.
· Lead overall training sessions and programs for all CS business units, new staff, and all business partners on new procedures and policies.
· Contribute to the development of business improvement opportunities wherever possible aligning Global and local policies and procedures ensuring successful change management.
· Lead/Support Regression testing for SAP release 3 times per year.
· Monitoring system interfacing, ensuring data transmission flows correctly from various systems - B2B/EDI/PGR and WMS returns.
· Troubleshooting system related issues, coordinating issue elevation where necessary with local and Global IT.
· Assist with various critical order maintenance tasks from not only CS issues, but also those originated throughout the organization.
· Attend and participate in any Department Meetings, Product Knowledge or Technical training sessions as required.
· Provide assistance and support to all brands as deemed by the Customer Service Operations Manager.

Knowledge Skills and Abilities :

· Ability to develop internal partner relationships
· Proven ability to work in a high performance environment
· Excellent command of English language
· Ability to perform all duties in an accurate, timely and professional manner within the guidelines of established company procedures and policies, while maintaining a flexible approach to enforcing those policies.
· Demonstrates flexibility and the willingness to adapt and learn in a multi-systems computerized work environment.
· Displays a sense of urgency by reacting promptly to the various deadlines associated with customers' orders so as to meet the Company’s commitments to those customers.
· Works independently in a proactive manner to resolve issues before they reach crisis status
· Ability to be self-directed while working under tight deadlines
· Strong analytical skills
· Ability to effectively interact with all levels of business via phone, written communication and in person
· Proficiency in MS Excel, MS Word, MS Outlook, MS PowerPoint and SAP ERP system
· Sports enthusiast preferred

Qualifications (Minimum required education and experience):

· Minimum 2 years of customer service related experience
· University Degree preferred

adidas is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all qualified candidates, including those with disabilities, and will accommodate applicants’ needs, upon request, throughout all stages of the recruitment and selection process. If selected to participate in an interview, accommodations will be made available on request. Please inform the Recruiter of the accommodation(s) that you may require.Information received relating to accommodation will be addressed confidentially.