Manager, Customer Service, E-commerce

Purpose & Overall Relevance for the Organization:

Deliver a best in class consumer service to adidas online and offline consumers including after sales service and delivery excellence and ensure all processes and procedures to maintain excellent levels of consumer service

Key Responsibilities:

• Manage order handling (order rejection, cancel, delivered, monitoring stores) occurred from eCom channel (.com/golf/emkt) and shared system (payment, order allocation failure, etc) or operation error with eCom IT
• Manage call center external vendor with all customer in-out bound enquires and monitor carrier service and DC to ship out daily outbound volume regarding online and offline channels
• Manage DP process (eCom) for defectives/damaged products and deliver deliberation/repair service for online and offline channels aligned with ASC (in PT DC)
• Manage operation to provide benefit, promotion (point, voucher, coupon, gift), monitoring for membership service of online and offline channels aligned with Membership & CRM teams
• Develop and update right tools processes and procedures for online channel to the external vendor, ship from stores in alignment with eCom, BA, ASC, corporate PR and Legal and Compliance to meet consumer expectation and maintain brand image and reputation
• Continue to seek improvement areas of tools, processes and fully reflect with CS functions to maximize consumer journey under Global Platform

• Analysis and manage Weekly / Monthly / Quarterly operational performance (KPI) of vendors and take corrective action to improve KPI for delivering results with internal stakeholders
• Lead handing process of complaints with relevant stakeholders to take the proper actions and resolve issues
• Manage delivery process to provide consumer timely and user-friendly shopping experience to ensure on time in full deliveries
• Control for annual budget for external vendor and monitor actual monthly budget and share with Finance team
• Provide leadership as well as engage and develop team member in a high performance environment
• Determine consumer service requirements by maintaining contact with consumer trends and competitors practices
• Establish and maintain productive working relationships with partner in and out organizations such as external vendor, store operation, customer service, eCommerce sales, etc.

Key Relationships:

• eCom, Retail/Wholesale Sales, Wholesale customer service, CRM, BU
• ASC (After Sales Center), Legal, Coperate PR
• External call center agency
• External delivery agency

Knowledge Skills and Abilities:

• Excellent command of Korean and English language
• Excellent knowledge of MS-Office applications
• High level of analytical skills and problem solving skills
• Effective communicator
• Demonstrate high level of professionalism
• Excellent vendor management

Requisite Education and Experience / Minimum Qualifications:

• University degree or adequate education
• Ideally 7 years of job experience in service field
• Experience working in an international company
• At least experience of similar position as consumer/customer contact point (e.g. sales operation, customer service)