Customer Satisfaction Manager
adidas GROUP - Spartanburg, SC

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Purpose:

To support the departmental goal of providing “the highest level of professional and efficient customer satisfaction” by maintaining an open dialog with the customer and sales force while directing the daily activities of the Customer Satisfaction Representatives.

Key Responsibilities:
  • Represents the Company accurately, communicating effectively with customers and the sales force, predominately from within the specific sales region assigned, regarding the adidas product line, policies and procedures.
  • Provides daily workflow direction to CSRs to ensure that customer needs are met in an accurate, timely and professional manner within the guidelines of established company policies and procedures.
  • Assigns and reassigns customer accounts and Sales Reps based on matching the abilities and background of the individual CSR to the work required.
  • Insures that an acceptable phone answer index is maintained by reviewing the daily phone reports and making adjustments to CSR coverage and schedules as required.
  • Delegates work effectively through the proper utilization of peoples’ skills and the adoption of accepted time management practices.
  • Utilizes company resources appropriately, such as: the ITO department; onsite temporary personnel; and specialized personnel within the CS Department.
  • Audits daily/weekly CS order management exception reports in an effort to focus the CSR on being proactive in the timely release of product to the warehouse floor for on time shipment.
  • Listens effectively, analyzes problems quickly and makes customer focused decisions while maintaining a flexible approach to enforcing policy.
  • Follows-up on issues to make certain that decisions have been acted upon and problems resolved .
  • Makes the customer a priority by being accessible for customer calls and CSR questions.
  • Available to work flexible hours including Saturdays.
  • Travels, as necessary, to represent adidas and the Customer Satisfaction Department, to semi-annual sales meetings, regional sales meetings and trade shows, as well as, meetings with customers – reporting back to the CS Director and CS Manager Sr. with recommendations.
  • Analyzes account issues and prepares any necessary reports or spread sheets to assist CS Management and/or Sales in the problem resolution process.
  • Acts as a liaison between the customers and CSRs with other departments within the company including IT, Marketing, Purchasing and Distribution.
  • Leads and motivates by example: displaying a positive attitude and approach; demonstrating a supportive and courteous interaction with peers and subordinates alike; and applying a superior work ethic to all tasks and projects.
  • Conducts a remote and a parallel observation on each assigned CSR during which time any training needs and/or developmental action plans are discussed with the individual and additional training is scheduled as needed.
  • Works with reassigned CSRs and/or new hires to provide them with account specific or other specialized training.
  • Verifies and approves bi-weekly time sheets for CSR attendance, punctuality, adherence to established schedules and the use of overtime – counselling as necessary.
  • Prepares written warnings, probationary developmental action plans and offers disciplinary counselling up to and including termination, if required. Note: Proper records and documentation are mandatory to support verbal and written warnings and disciplinary action, therefore, the CS Manager maintains an informal file on each assigned CSR in which such documentation and notes are collected for reference.
  • Formally appraises the performance of each subordinate for the year using the documentation collected from observations, commendations, employee performance recap sheet statistics, claims, hard copy/no fall reports, attendance records and verbal and written counselling notes. Subsequently prepares the annual/semi=annual performance appraisals, including salary adjustment recommendations, for each subordinate.
  • Provides CSR hiring recommendations to Senior CS Managers.
  • Directs weekly or bi-weekly team meetings for the purpose of sharing information, providing instruction, making announcements and offering a forum for the CSRs to express their concerns, feelings and ideas.
  • Supports and assists the Credit/Claims Departments in account related matters such as new account issues; questions on terms; customer master changes; and placing entire accounts on No Fall.
  • Addresses issues outside the day-to-day job responsibilities in the form of special projects assigned by the CS Director or Senior CS Manager.
  • Expresses an interest in personal career development through a willingness to attend outside seminars and to participate in continuing education opportunities.
  • Participates actively in CS Staff and CS Managers’ meetings by making recommendations, sharing ideas, providing updates, brainstorming and offering support to the “CS Management Team” and the decisions it makes.
  • Recognizes and honors the confidentiality of personnel issues and topics discussed in the Staff and Managers’ meetings.
  • Demonstrates flexibility and the willingness to adapt and learn in a multi-systems, computerized work environment.

Key Relationships:
  • Customer Satisfaction Director and Senior Manager
  • Sales Force
  • Distribution Managers

Knowledge Skills and Abilities:
  • Strong Computer Skills (Outlook, Word, Excel, PowerPoint and Access)
  • Experience with SAP preferred
  • Excellent communications skills
  • Strong presentation skills
Requisite Education and Experience / Minimum Qualifications:
  • 4 year degree preferred and 1 or more years CS, and/or industry related supply chain experience or equivalent combination of education and experience
  • Previous management experience preferred

Our mission is to be the leading sports brand in the world. adidas provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, sex, national origin, citizenship, creed, age, marital status, sexual orientation, veteran status, mental or physical disability, or any other protected status unrelated to the performance of the work involved. You may have heard us say “Impossible is Nothing” or “Celebrate Originality”; to us, these phrases are more than just words. If you share this same passion then apply today!

Purpose:

To support the departmental goal of providing “the highest level of professional and efficient customer satisfaction” by maintaining an open dialog with the customer and sales force while directing the daily activities of the Customer Satisfaction Representatives.

Key Responsibilities:
  • Represents the Company accurately, communicating effectively with customers and the sales force, predominately from within the specific sales region assigned, regarding the adidas product line, policies and procedures.
  • Provides daily workflow direction to CSRs to ensure that customer needs are met in an accurate, timely and professional manner within the guidelines of established company policies and procedures.
  • Assigns and reassigns customer accounts and Sales Reps based on matching the abilities and background of the individual CSR to the work required.
  • Insures that an acceptable phone answer index is maintained by reviewing the daily phone reports and making adjustments to CSR coverage and schedules as required.
  • Delegates work effectively through the proper utilization of peoples’ skills and the adoption of accepted time management practices.
  • Utilizes company resources appropriately, such as: the ITO department; onsite temporary personnel; and specialized personnel within the CS Department.
  • Audits daily/weekly CS order management exception reports in an effort to focus the CSR on being proactive in the timely release of product to the warehouse floor for on time shipment.
  • Listens effectively, analyzes problems quickly and makes customer focused decisions while maintaining a flexible approach to enforcing policy.
  • Follows-up on issues to make certain that decisions have been acted upon and problems resolved .
  • Makes the customer a priority by being accessible for customer calls and CSR questions.
  • Available to work flexible hours including Saturdays.
  • Travels, as necessary, to represent adidas and the Customer Satisfaction Department, to semi-annual sales meetings, regional sales meetings and trade shows, as well as, meetings with customers – reporting back to the CS Director and CS Manager Sr. with recommendations.
  • Analyzes account issues and prepares any necessary reports or spread sheets to assist CS Management and/or Sales in the problem resolution process.
  • Acts as a liaison between the customers and CSRs with other departments within the company including IT, Marketing, Purchasing and Distribution.
  • Leads and motivates by example: displaying a positive attitude and approach; demonstrating a supportive and courteous interaction with peers and subordinates alike; and applying a superior work ethic to all tasks and projects.
  • Conducts a remote and a parallel observation on each assigned CSR during which time any training needs and/or developmental action plans are discussed with the individual and additional training is scheduled as needed.
  • Works with reassigned CSRs and/or new hires to provide them with account specific or other specialized training.
  • Verifies and approves bi-weekly time sheets for CSR attendance, punctuality, adherence to established schedules and the use of overtime – counselling as necessary.
  • Prepares written warnings, probationary developmental action plans and offers disciplinary counselling up to and including termination, if required. Note: Proper records and documentation are mandatory to support verbal and written warnings and disciplinary action, therefore, the CS Manager maintains an informal file on each assigned CSR in which such documentation and notes are collected for reference.
  • Formally appraises the performance of each subordinate for the year using the documentation collected from observations, commendations, employee performance recap sheet statistics, claims, hard copy/no fall reports, attendance records and verbal and written counselling notes. Subsequently prepares the annual/semi=annual performance appraisals, including salary adjustment recommendations, for each subordinate.
  • Provides CSR hiring recommendations to Senior CS Managers.
  • Directs weekly or bi-weekly team meetings for the purpose of sharing information, providing instruction, making announcements and offering a forum for the CSRs to express their concerns, feelings and ideas.
  • Supports and assists the Credit/Claims Departments in account related matters such as new account issues; questions on terms; customer master changes; and placing entire accounts on No Fall.
  • Addresses issues outside the day-to-day job responsibilities in the form of special projects assigned by the CS Director or Senior CS Manager.
  • Expresses an interest in personal career development through a willingness to attend outside seminars and to participate in continuing education opportunities.
  • Participates actively in CS Staff and CS Managers’ meetings by making recommendations, sharing ideas, providing updates, brainstorming and offering support to the “CS Management Team” and the decisions it makes.
  • Recognizes and honors the confidentiality of personnel issues and topics discussed in the Staff and Managers’ meetings.
  • Demonstrates flexibility and the willingness to adapt and learn in a multi-systems, computerized work environment.

Key Relationships:
  • Customer Satisfaction Director and Senior Manager
  • Sales Force
  • Distribution Managers

Knowledge Skills and Abilities:
  • Strong Computer Skills (Outlook, Word, Excel, PowerPoint and Access)
  • Experience with SAP preferred
  • Excellent communications skills
  • Strong presentation skills
Requisite Education and Experience / Minimum Qualifications:
  • 4 year degree preferred and 1 or more years CS, and/or industry related supply chain experience or equivalent combination of education and experience
  • Previous management experience preferred

Our mission is to be the leading sports brand in the world. adidas provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, sex, national origin, citizenship, creed, age, marital status, sexual orientation, veteran status, mental or physical disability, or any other protected status unrelated to the performance of the work involved. You may have heard us say “Impossible is Nothing” or “Celebrate Originality”; to us, these phrases are more than just words. If you share this same passion then apply today!

adidas Group - 18 months ago - save job - block
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About this company
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Adidas strives to be the leading sports brand in the world – an ambitious yet realistic goal. One major lever to achieve this is the brand’s...