*** This is a temporary position for 6 months ***
Purpose & Overall Relevance for the Organization:
To deliver world class service to an assigned customer base, focused on delivering the best customer experience in the industry while maximizing all sales and service support opportunities via inbound and outbound phone and email activity. As the primary contact for multiple Area Sales Managers, the SSE responds to requests from their assigned sales representative and corresponding territory account within company policies and guidelines. The SSE serves as partner to sales representatives and their respective customers to improve effectiveness of organizational sales and service efforts. Each SSE is expected to have a strong understanding of all adidas Golf product offerings and sales programs in addition to a working knowledge of the appropriate operating systems. This position works in highly collaborative, relational team environment where accountability and ownership for results is paramount.
We are looking for candidates who are fluent in English & German.
• Process a wide variety of calls, identify service problems and initiate appropriate action. • Utilize CRM system to record, track and manage all customer interactions. • Provide sales and service support to multiple Area Sales Managers by helping them reach annual sales targets. • Attempt First Call Resolution (FCR) for all customer calls, utilizing problem solving skills and available resources. • Maintain and enhance customer relationships by building trust and resolving issues promptly and completely. • Develop and maintain a strong, mutually beneficial working relationship with adidas Golf Ambassadors or other key influencers within assigned territories. • Process a variety of requests, identify service and sales difficulties, and initiate appropriate action to resolve problems. • Actively participate in team atmosphere to achieve department and company goals. • Maximize upsell opportunities on inbound customer service phone calls. • Work with Area Sales Managers to coordinate outbound sales and service phone calls. • Full knowledge of the adidas infrastructure as it relates to shipping and order processing. • Project a positive, helpful attitude while being an active listener to attend to multiple tasks and responsibilities. • Utilize effective oral and written communication skills to identify problems and achieve the best solution with internal customers in other Departments (Credit, Shipping, etc). • Contribute to team and company success through regular, ongoing training programs as administered by team leads, trainers and Human Resources. • Maximize time and effectiveness on the telephone with customers. • Cresting expertise in order to manage the customer expectations. • Performs other related duties and assignments as required.
• Customers • Wider customer service team • Sales team • Supply chain teams (local and European) • Credit management team • External – 3rd Parties • Marketing • Merchandising • IT
Knowledge, Skills and Abilities:
• A strong Customer Service focus • A high level of problem solving ability • Highly developed organisational and time management skills • Superior attention to detail and accuracy • Excellent communication skills and a proven ability to develop long lasting relationships with our key stakeholders • Ability to contribute to a team environment where performance is measured • Experience in working under pressure to meet deadlines and conflicting priorities • Strong Microsoft Office skills are essential and experience using SAP is desirable • A flexible and mature approach is imperative • Golf industry knowledge highly desired • Customer Focus • Action Orientated • Self-Development • Ability to learn and adapt quickly • Determination • Integrity and Trust • Functional / Technical excellence
Requisite Education and Experience / Minimum Qualifications:
• Minimum of 2 years Customer Service or Sales-related work experience required. • Working knowledge of golf products and business in a customer service environment highly desired. • Mastery of the English and German language, including superior written and verbal communication, interpersonal and persuasion skills. • Computer system literacy should include MS Word, Excel, Outlook, Internet, and OMS.