Sr. Specialist Order Management & Fulfillment

Senior Specialist eComm Post Order Operations

Purpose & Overall Relevance for the Organization:

Key contact to drive and guarantee maximum level of service on LAM eCom post order operations (payments, orders and returns), monitoring the operation in a daily basis, leading the eCom order process with Customer Service team as well as internal stakeholders, SCM, IT, Finance globally and locally to deliver the maximum Customer Satisfaction and NPS.

Key Responsibilities:

• Daily monitoring of key operational KPIs: Approval rate, risk rejections, cancellations, processing times, delayed orders.

• Ensure operational deviations and technical problems are raised on time to the correct support teams, assure solutions and/or follow escalation processes.

• Develop and maintain digital tools and reports that facilitate real-time monitoring of the operation.

• Support on operational tasks of the end-to-end ecommerce processing.

• Support project implementations/go-lives/sustain phases for LAM countries.

• Drive Customer Service topics related to payments, order processing and returns, looking to reduce the level of contacts by proving operation service excellence to adidas consumers.

Key Relationships:

• Customer Service
• Global Technical Support
• Service Management
• Global Payments
• Local SCM teams
• Regional SCM teams

Knowledge Skills and Abilities:

• University degree or equivalent education required
• Broad and deep theoretical understanding of functional area
• Minimum 2 years experience in job or job function

Requisite Education and Experience / Minimum Qualifications:

• 2 Years experience