Nigel Wright · Publicerad 9 aug

Nordic Director of Customer Service

We are now looking for a new Nordic Customer Service Director to join the team at the Adidas group and help to achieve the impossible'. Adidas products break records, set trends, make history. Every day. All over the world.

It is not only about faster shoes and fashion statements. Everything we do is bound by one simple thought: we strive to help you perform at your best. Your success is our ambition. Your defeat spurs us on to be better. Impossible is Nothing!

The passion, energy, excitement, teamwork and effort you need to invest on the field of play to make it to the top is exactly what you need to bring to work. You do not have to be a professional football player or the next big basketball star to work here, but love for sport and a sporting lifestyle is pretty much a must-have.

As the new Nordic Director for the Customer Service Organization you will ensure excellent service levels to customers while establishing the most effective and efficient framework for your organization - this includes leading the B2B call center, claims & returns, sales support, master data and customer facing project management.

Your responsibilities will include to:
  • Measure progress on own KPIs such as order accuracy, ensure OTIF, eInvoicing and claims.
  • Report to all superiors, potentially to provide realistic plans and forecasts on customer performances.
  • Staff most suitable persons in direct report positions in alignment with the Sales Director and HR.
  • Set personal objectives, targets, guidelines and assess all reports.
  • Manage all reports as an integrated team by setting team objectives, targets and guidelines.
  • Ensure smooth cooperation of all direct reports along all interfaces.
  • Develop overall strategy for the Customer Service organization in line with the strategy, aiming for maximum customer satisfaction.
  • Have full ownership of EDI operations towards customers.
  • Ongoing maintenance of Customer Master Data.
  • Ensure accuracy of order books including Trade Terms.
  • Ensure reliability and responsiveness to customer requests and complaints by training and ongoing performance monitoring.
  • Create the Nordic Sales Policy, in collaboration with the Sales Director, and ensure all Sales and Customer Service activities are in line.
  • Interact with Operations and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative supply chain approach.
  • Create and implement new processes improvements within the team and end to end with specific customers.
You will work in close collaboration with:
  • Global Channel Management
  • Controlling and Credit Management
  • Sales, Sales Project Service, Logistics
Required background and qualifications
  • University degree in business administration preferred with focus on Sales/Supply Chain
  • 5+ years leadership experience from Wholesale/Retail business
  • 2+ years leading a Customer Service Organization, preferably towards multiple countries
  • End to End change management leadership
  • Advanced English skills and fluent in Swedish (written and spoken)
  • IT skills: Outlook and Word: basic; Excel: advanced; PowerPoint: intermediate
  • Understanding of HR and Finance
About Adidas Group
Employing more than 55,000 people in over 160 countries, we produce more than 778 million product units every year and generate sales of 17 billion EUR (all figures relate to 2015).

Our over 55,000 employees around the world are united by passion, going all in together to achieve the impossible. It is passion that drives us on a day-to-day basis and we believe that only when our employees have the best training, benefits and environment can they work at their best. And this is why we strive to give our people exactly what they need for their job, their work environment and even their daily life to get to where they want to go.

"Impossible is Nothing
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