Customer Service - Order Management & Returns

PT. ADIDAS INDONESIA; Jakarta Pusat; On-site; IDR 150,000,000 - 250,000,000; Full time

Job summary

PT. ADIDAS INDONESIA is seeking a Customer Service specialist for Order Management & Returns to ensure accurate order processing from consolidation to handover for fulfillment. You will maintain data integrity and coordinate with Sales, GTM, and Planning to resolve discrepancies.

The role requires a bachelor’s degree and 2–4 years of order management experience, SAP familiarity, and strong Excel skills. Proficiency in English and Bahasa Indonesia is essential.

Qualifications

• Bachelor’s degree in Supply Chain, Business Administration, or related field.
• 2–4 years of order management or related experience.
• Experience with ERP/order management systems, SAP preferred.
• Strong Excel skills including lookups and Pivot Tables.
• Excellent attention to detail and ability to manage large datasets.

Responsibilities

• Consolidate customer orders and validate article, size, quantity, and delivery details.
• Create, upload, and maintain sales orders in SAP and order management platforms.
• Coordinate with Sales, GTM, and Planning to resolve discrepancies.
• Manage amendments, cancellations, and date changes with approvals.
• Monitor progress against order cut-offs and escalate issues.
• Reconcile orders against system records to identify issues.
• Provide handover to fulfillment owner with outstanding issues.
• Maintain order trackers, SOPs, and cross-training support.
• Collaborate with Automation & Digitalization Specialist to improve validation and upload processes, define requirements, and perform UAT.

Education

Bachelor’s degree in Supply Chain, Business Administration, or related field

Tools

SAP

Job description

Customer Service - Order Management & Returns

Ensure accurate and timely order processing, from order consolidation and validation to sales order creation and handover for fulfillment. Maintain order data integrity, coordinate exceptions, and support consistent execution across order cycles.

Key Responsibilities

Consolidate customer orders and validate article, size, quantity, requested delivery date, and required order information before submission.

Create, upload, and maintain sales orders in SAP and applicable order management platforms within agreed timelines.

Coordinate with Sales, GTM, and Planning teams to resolve incomplete submissions, data discrepancies, and order requirements.

Manage order amendments, cancellations, and date changes in line with agreed approvals and procedures, maintaining a clear audit trail.

Monitor submission progress against order cut-offs, proactively escalating issues that could affect order acceptance or purchasing timelines.

Reconcile submitted orders against system records to identify missing, duplicated, or incorrectly processed transactions.

Provide a complete handover to the fulfillment owner, highlighting outstanding issues and customer requirements.

Maintain order trackers, process documentation, and standard operating procedures; support cross-training and operational backup.

Partner with the Automation & Digitalization Specialist to improve validation and upload processes, define business requirements, and perform user acceptance testing.

Candidate Requirements

Bachelor’s degree in Supply Chain, Business Administration, or a related field, or equivalent relevant experience.

2–4 years of experience in order management, customer service operations, sales operations, or supply chain.

Experience working with an ERP or order management system; SAP experience is preferred.

Strong Excel skills, including lookup formulas, Pivot Tables, and data reconciliation.

Strong attention to detail and ability to manage large datasets and multiple deadlines.

Ability to investigate discrepancies, follow through on resolutions, and elevate risks clearly.

Effective communication and coordination skills across commercial and operational teams.

Working proficiency in English and Bahasa Indonesia.

Preferred

Experience in wholesale, retail, FMCG, or sporting goods.

Familiarity with seasonal order cycles, bulk order uploads, and order-book management.

Exposure to Power Query, process improvement, or system implementation and testing.

Inspired by our heritage, we push the boundaries of culture and human performance. Through sport, we have the power to change lives.

Headquartered in Herzogenaurach, Germany, we employ more than 59,200 people across the globe.

Inspired by our heritage, we push the boundaries of culture and human performance. Through sport, we have the power to change lives.

Headquartered in Herzogenaurach, Germany, we employ more than 59,200 people across the globe.