Lead, Ecommerce Customer Service

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

Purpose of Role

This role will be mainly responsible for the in-sales and after-sales management of the outsourced customer service team. Improve sales order processing capabilities and handle complaints and customer disputes. Maintain the after-sales indicators of each platform and keep them at the leading level in the industry

Your Impact

Sales management:

· Monitor the outsourcing team's one-time resolution rate during sales, collect and sort out feedback on common issues, and optimize the sales process

· Optimize and improve the complaint escalation system to reduce the occurrence of complaints

· Assist in formulating personnel KPIs, comprehensively improve service quality, and simultaneously strengthen the secondary sales conversion capabilities of the sales team

· Collaborate to formulate new employee recruitment process and senior customer service training plan, and continuously improve the business and management skills of customer service personnel through training

· Supervise the outsourcing team's daily clearing upgrades, processing of difficult orders, customer return visits, etc.

· Connect with various functional departments of UA, communicate and handle abnormal order issues in a timely manner

· Continues to learn platform rules and the use of automated work to improve team efficiency

· Pay attention to key issues regarding returns and exchanges during sales, follow up on data analysis, and propose optimization plans.

After-sales management:

· Assist the outsourcing team to optimize the after-sales process and monitor the correctness and timeliness of order returns and exchanges, stack operations, AG and other operations.

· Monitor platform data, discover abnormal problems and follow up to solve them.

· Monitor the timeliness of completion of service orders and the effectiveness of handling of dispute orders.

· Connect with UA warehouse and logistics department to follow up on supplier’s return processing progress

· Assist in completing sales and after-sales work arrangements during the promotion period

· Connect with platform KA waiter to handle dispute orders and abnormal complaints. Reduce the dispute establishment rate.

· Liaise with industrial and commercial departments, consumer associations and other functional departments to promptly respond to abnormal customer complaints

· Responsible for docking finance and completing reconciliations on various platforms.

Qualifications

• Bachelor’s degree with typically 2 years of related experience or Masters degree without experience or typically 6 years of relevant experience without degree.

  · Good written expression and word comprehension skills;

  · Work conscientiously and meticulously, have a good sense of service, have a strong sense of responsibility, and have a positive attitude;

  · Strong execution ability, able to withstand greater work pressure, and able to adapt to shift shifts and overtime needs;

  · Strong Office and PPT skills;

  · Like to exercise, preferably at least once a week;

  · More than 4 years of e-commerce customer service experience, with after-sales background on Tmall or JD.com platforms preferred

Workplace Location

• Location: This individual must reside within commuting distance from our Mexicooffice.
• Work Schedule: This role follows a hybrid work schedule, requiring 3 days in-office per week through September 5, 2025. Beginning September 8, 2025, the in-office requirement will increase to 4 days per week. 

Relocation

• No relocation provided

Benefits & Perks

• Under Armour Merchandise Discounts
• Maternity and Parental Leave for eligible teammates
• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being

Our Commitment to Equal Opportunity