adidas
Senior Specialist – Customer Service (FRA)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 19/04/2026
Job overview
Date posted
05/03/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
19/04/2026
Job description
The Senior Specialist in Customer Service (FRA) acts as the primary interface between adidas regional franchise partners and internal planning teams. The role ensures efficient execution of commercial and operational processes, delivering exceptional service across the order to cash cycle, logistics, and partner engagement while supporting business growth and brand positioning.
Required skills
End-to-end Order to Cash (O2C) management
Customer service excellence and partner engagement
Supply chain and logistics knowledge
Export compliance and documentation (PIs, invoices, BOLs)
Data analytics and KPI reporting
Problem-solving and issue resolution
ERP/SAP proficiency
Microsoft Office / Power BI
Team collaboration and cross-functional coordination
Fluency in Arabic (required) and French (preferred)
Key responsibilities
- Manage end-to-end order to cash cycle for EMC Franchise Channel, ensuring accurate order entry, release, and delivery
- Drive customer satisfaction by delivering high-quality service and meeting service KPIs
- Perform proactive data analytics on customer behavior and stock risks to optimize order fulfillment
- Coordinate logistical efficiency including 3PL, picking, pallet/vehicle allocation, and route planning
- Review order book to ensure delivery commitments, supporting order conversion and OTIF
- Manage EX Works operations with partners, ensuring compliance with government laws and regulations
- Prepare and file export documentation including PIs, commercial invoices, and bills of lading
- Coordinate with freight forwarders, carriers, and other logistics providers, resolving shipment issues
- Process and investigate customer shipment claims and returns per company policies
- Support business KPIs such as LC negotiation lead time, credit note aging, and order book conversion
- Develop and review reports relating to order book KPIs and team transactional activities
Experience & skills
- Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field
- Minimum 6 years of experience in Customer Service, Exports, or Logistics
- Excellent knowledge of supply chain operations and logistics processes
- Strong problem-solving ability with attention to detail
- Customer-centric mindset with ability to build long-term relationships
- Ability to work under pressure and manage conflicting priorities
- Proficiency in Microsoft Office, ERP/SAP systems, Power BI preferred
- Fluency in Arabic required; French is an added advantage
- Team player with strong planning, organization, and reporting skills