Senior Specialist, Golf Account Operations

Purpose & Overall Relevance for the Organisation:

This role is responsible for supporting Golf operations across the Pacific market, with a strong focus on order management, purchase order tracking, inventory visibility, customer service and distribution center coordination. The role partners closely with Sales, Supply Chain, Product Marketing and customer stakeholders to improve service levels, support sales and profit targets, and ensure customer expectations are met through accurate, timely and efficient operational execution.

Key Responsibilities:

• Work with Supply Chain to provide greater visibility and management of inbound purchase order tracking, monitor article drops and oversells, and ensure all pre-orders can be delivered on time and in full.

• Drive DC operational excellence and continuous improvement through the implementation and communication of KPIs.

• Lead digital and technology enhancements to increase automation and stay at the forefront of industry.

• Manage inventory tracking and order book management to assist the Sales team and Commercial Manager in managing the sales pipeline efficiently.

• Maintain data analytics dashboards, including sell-through data, to help the Commercial Manager stay close to brand performance in the market.

• Maintain market share trend reporting and dashboards.

• Lead the sales order process, including sales order collection, reservation and confirmation.

• Ensure proper administration, documentation and financial reconciliation of the customer base.

• Manage the returns, claims and cancellations process within overall adidas brand guidelines.

• Monitor and track incoming shipments in line with the Open Order Report, including bulk and sample orders.

• Adjust the order book according to delivery information and inform customers and the Sales team of any delays.

• Deliver reliability and responsiveness to customer requests and complaints.

• Develop and implement strategies to increase the usage of online portals in line with business objectives.

• Drive the business and provide industry-leading service to internal and external customer partners.

• Work closely with Product Marketing to ensure all new ranges are communicated to customer groups through product submissions ahead of pre-sell.

• Manage customer contracts to ensure timely drawdown of all stock.

• Implement EDI with key Golf accounts, perform testing and collaborate with key stakeholders to ensure successful implementation.

• Monitor and report on order status and compliance at a customer level and own relevant KPIs.

• Set personal objectives, targets and guidelines, and assess all reports.

• Develop the functional and social skills of direct reports on and off the job.

• Manage all reports as an integrated team by setting team objectives, targets and guidelines.

KPIs:

• Order book accuracy, order status visibility and timely communication of delays or changes.
• On-time and in-full delivery performance aligned to customer and business expectations.
• Customer service responsiveness, issue resolution and complaint management.
• Operational reporting quality, dashboard accuracy and actionable insights for the commercial team.
• Adoption and usage of digital tools, online portals and EDI solutions.

Key Relationships:

• Sales, Commercial and Wholesale teams.
• Supply Chain, Distribution Centre and Customer Service teams.
• Product Marketing and Business Development stakeholders.
• External Golf customer partners and account contacts.
• IT, SAP, Salesforce and EDI support teams where required.

Knowledge, Skills & Abilities:

• Strong order management, inventory management and customer service capability.
• Strong analytical skills with the ability to interpret data, maintain dashboards and identify trends.
• Clear communication skills with the ability to work across internal teams and external customer partners.
• Strong attention to detail, prioritisation and follow-through in a fast-paced operational environment.
• Continuous improvement mindset with confidence using digital systems and process automation.

Requisite Education & Experience / Minimum Qualifications:

• Relevant experience in order management, inventory management, customer service, sales operations or supply chain operations, ideally within a wholesale, retail, consumer goods or sporting goods environment.
• Strong understanding of end-to-end order book management, including purchase order tracking, stock availability, delivery timelines, returns, claims, cancellations and customer communication.
• Experience working with cross-functional teams such as Sales, Supply Chain, Distribution Centre, Product Marketing and Customer Service to resolve operational issues and improve service outcomes.
• Strong analytical capability with experience maintaining reports, dashboards or order tracking tools to support commercial decision-making.
• Advanced Microsoft Excel skills required. Experience with SAP, Salesforce, Microsoft Outlook, EDI and digital customer portals is preferred.
• Experience or strong knowledge of Golf, the Golf industry or Golf customer landscape would be highly regarded.
• Tertiary qualification in business, supply chain, commerce, operations or a related field is preferred, but equivalent practical experience will also be considered.