Manager, Customer Service (Manila, 00, PH)

Adidas
Philippines
Full timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer service operations","Order-management","People management","Stakeholder coordination","Conflict-resolution"]

Lead and develop the Customer Service function for Wholesale and Franchise accounts in the Philippines, ensuring reliable daily execution, accurate customer-order administration, and achievement of agreed service levels. Own key order-management activities including allocation and stock reservation coordination, approved redating, delivery-note processing, and fulfilment performance reporting. Partner across Account Managers, OBF, Logistics, Finance, and drive governance, transformation, and continuous improvement.

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Adidas
Adidas
1 hour ago

Manager, Customer Service (Manila, 00, PH)

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Job Summary

Lead and develop the Customer Service function for Wholesale and Franchise accounts in the Philippines, ensuring reliable daily execution, accurate customer-order administration, and achievement of agreed service levels. Own key order-management activities including allocation and stock reservation coordination, approved redating, delivery-note processing, and fulfilment performance reporting. Partner across Account Managers, OBF, Logistics, Finance, and drive governance, transformation, and continuous improvement.
Location: Philippines
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage and develop the Customer Service function for Wholesale and Franchise accounts in the Philippines, ensuring service reliability and achievement of service levels.
  • •Lead the sales-order process for Wholesale and Franchise accounts, including order collection, validation, allocation coordination, stock reservation, and customer communication.
  • •Perform approved phasing and redating transactions, execute and monitor delivery-note processing, and coordinate exception resolution with OBF, Logistics, and Account Managers.
  • •Calculate, validate, and report fulfilment metrics; own root-cause analysis for fulfilment performance gaps and assign corrective actions to the appropriate owners.
  • •Lead, coach, and develop the Customer Service team, establish operating cadence/SOPs, and drive simplification, standardization, and automation while maintaining compliance and controls.

Key Requirements

  • •Bachelor’s degree in Business, Supply Chain, Operations, Commerce, Finance, or a related discipline.
  • •Typically 5+ years of relevant experience in Customer Service, Commercial Operations, Sales Operations, order management, or order-to-invoice.
  • •Demonstrated experience leading teams and managing operational service performance.
  • •Experience executing and controlling customer-order transactions in an ERP environment.
  • •Experience implementing process improvements, service standards, controls, or cross-functional action plans.
Experience:5+ years
Education:Bachelor's in Business, Supply Chain, Operations, Commerce, Finance, or related discipline
Skills:Customer service operationsOrder-managementPeople managementStakeholder coordinationConflict-resolution
Languages:EnglishRelevant local language
Tech Stack:ERPExcelPowerPoint

Company Brief

Adidas
Global sportswear company designing, manufacturing, and selling athletic footwear, apparel, and accessories. Serves consumers and athletes through branded products, direct-to-consumer retail, and wholesale channels worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1949
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