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Customer Applications Team Lead
Adidas Group
Spartanburg, SC, United States
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Purpose & Overall Relevance for the Organisation:
Supports the departmental goal of providing “the highest level of professional and efficient customer satisfaction” by making sure work product of the Customer Applications team is consistent, timely and accurate. Direct the workflow of the Customer Applications team and provide feedback to CS management
Key Responsibilities:
• Provide daily workflow direction to Customer Applications team to ensure that work is done in an accurate, timely, and professional manner.
• Ensures best practices are consistently applied to CS reporting , database management and daily interactions with internal/external customers.
• Conducts end to end review of Customer Applications specific processes to optimize resources and time making sure they process used is the most efficient way of working
• Use service issues an opportunity to evaluate and improve business processes. Gathers and analyzes information to make fact based decisions.
• Provides quality feedback to Customer Applications team and makes recommendations on SCORE & TLU ratings to Manager and Sr. Manager.
• Supports/performs daily Customer Applications activities as needed.
• Works directly with manager and CS director to resolve issues.
• Addresses issues outside the day to day job responsibilities in the form of special projects assigned by the CS Director, Senior Manager and direct manager.
Key Relationships:
• Senior Director and Senior Managers Customer Service
• Purchasing
• Distribution Managers
• Sales Operations
• Customer Applications Team
• IT
Knowledge, Skills and Abilities:
• Strong computer and analytical skills with advance knowledge of MS Access, Excel, and SAP preferred
• Strong Reporting and Analytical skills
• Strong written, verbal and, professional communication skills. Ability to give/receive feedback as well as deliver difficult messages.
• Ability to articulate complex ideas; filter noise and focus on critical tasks
• Displays a sense of urgency by reacting promptly to the various deadlines associated with orders/projects/tasks so as to meet the Company’s commitments and business needs
• Experience of looking at data, identifying trends, and initiate improvement actions
• Solid understanding of Leadership principles such as: Coaching & Development, Empowerment, and Employees Engagement.
Requisite Education and Experience / Minimum Qualifications:
• Bachelor’s Degree and 3 years or more of industry experience; or equivalent combination of education and related experience
• 1 year or more related experience leading a team or project.
• Minimum of 1 year of experience in a role involving direct Interaction with external or internal Customers; use of problem solving skills to address customer and/or operational issues and ensure effective/long-term problem resolution; managing multiple and complex tasks; and prioritizing workload to meet deadlines
• Account Management Experience and knowledge of Supply Chain preferred