Expires soon Adidas Group

Assistant Manager, Non-eCommerce and Brand Consumer Service Operations

  • Portland (Clackamas)
  • IT development

Job description

Country: United States
Job Function: Digital

State / Province: Oregon
Position Type: Full time

City / Location: Portland
Brand: adidas

Relocation: No

Somewhere, in one of our workshops right now, the future is taking shape. We are constantly working to redefine the way clothing and footwear transforms the pitch, court or course. This is what drives us: the feeling of discovery and the urge to innovate. When we create a product that makes our hearts beat faster, we know we’re onto something.

If this sounds inspiring, you might be one of us: Someone who loves to create the present, as well as shape the future. There’s a reason adidas has been at the forefront of defining sport for more than 60 years: We never stand still. Everyday, we work to improve everything we create.

At adidas, interesting, amazing and inspiring aren’t just ideas. They are what we do every single day.

Purpose

As an Assistant Manager Non-eCom and Brand Consumer Service Operations at adidas you are contributing to creating a premium customer service experience for our consumers who bought through Ecom, adidas app, and in brick and mortar retail stores.

Success is measured by operational excellence in the contact center across all service channels with focus on efficiency, quality & consumer experience.

Key Responsibilities

Scope:
Contribute to create a
premium customer service experience in your region

Process Definition & Documentation
· Assist in the implementation processes with the local vendor. Ensure that these definitions will allow to leverage or build proper solutions with internal and external cooperation partners.
· Support the operational and implementation lead in managing the relationship at a remote and local level with 3rd party vendor (contact center provider, specialist providers). Support the 2nd level escalation point for contact center.
· Support the contact center concerning implementation of roll-outs or new functionalities in your region.
· Maintain knowledge of all defined processes and documented guidelines.
·
Continuous Improvement
· Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
· Perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests.
· Assist in monitoring & reporting (KPI’s & Metrics) including weekly, monthly review of operational performance in your region
·
Day-to-day Operations
· Support to monitor, operate and improve service levels and quality standards in close cooperation with the contact center
· Work in agile manner with the willingness to adapt and learn in a fast-paced environment

Key Relationships

· Global CS Operations
· Manager, Knowledge, Training and Development
· Analytics team
· External vendors

Knowledge, Skills and Abilities

Soft-Skills
· Ability to quickly adapt to changing business processes and business partners
· Excellent customer service skills with a demonstrated ability to work with difficult consumers and/or situations
· Good verbal and written communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
·
Hard-Skills
· Comfortable working with enterprise-level platforms and technologies
· Project management and project monitoring experience is a plus
· Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus
· Fluent English both verbally and written

Minimum Qualifications

· Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
· 2+ years of experience in Contact vendor management in a Retail, Digital and/or eCommerce environment
· Basic knowledge in Consumer Service

Make every future a success.
  • Job directory
  • Business directory