PURPOSE & OVERALL RELEVANCE FOR THE ORGANISATION:
KEY RESPONSIBILITIES:
- Update, maintain shared order sheet and escalate where needed, to either courier or warehouse team.
- Assist in all online customer service processes including but not limited to, call centre support and guidance, implementation of rollouts, i.e. competitions, local input ensuring a smooth customer experience.
- Support operations in managing the relationship at a local level with 3rd party vendors (contact centre, fulfilment team – warehouse, payment merchant.
- Support the 1st escalation point for call centre (TLs)
- Assist customers and consumers with various information requests (order tracking, stock availability, retail prices, purchase prices, discounts, delivery dates, claims and returns questions etc.)
- Process, coordinate, and investigate customer shipment claims or return requests following existing Company policies, procedures, and programs.
- Aid and support internal and external partners including Warehouse team, last mile courier, Sales, Marketing, Finance, Operations representatives relating to order or refund processing.
- Signoff returns – approve or reject defective items.
- Carry out necessary tasks to ensure a smooth refund process with payment partner, identifying orders with incorrect statuses, customers with profile issues and escalating matters accordingly.
- Assist Team Leader and Operational Manager with complaint resolution.
- Weekly alignment calls with team to align on any challenges and gain resolution.
- Find a solution for old requests from orders off previous ecom platform
- Support all head office consumer queries with online orders or customers routed from retail stores
- Assist social media team in query resolutions in a timely manner
- Work closely with legal team to support with ombudsman complaint resolution
- Create and execute vouchers where necessary for customers.
- Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
- Work towards both independent and team KPI’s to improve business standards, service levels and financial results.
KNOWLEDGE, SKILLS AND ABILITIES:
- To be proactive in your approach and drive change where applicable.
- A strong customer service focus
- Excellent communication skills
- Ability to contribute to a team environment where performance is measured
- Experience in working under pressure to meet deadlines and conflicting priorities
- Strong Microsoft Office skills are essential.
- SAP experience preferable
- Excellent command of English language
REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS:
- University degree
- Minimum 2 years of experience of sales, supply chain, logistics and/or customer service
AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.
COURAGE: Speak up when you see an opportunity; step up when you see a need..
OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.
AT ADIDAS, WE STRONGLY BELIEVE THAT EMBEDDING DIVERSITY, EQUITY, AND INCLUSION (DEI) INTO OUR CULTURE AND TALENT PROCESSES GIVES OUR EMPLOYEES A SENSE OF BELONGING AND OUR BRAND A REAL COMPETITIVE ADVANTAGE.
– CULTURE STARTS WITH PEOPLE, IT STARTS WITH YOU –
BY RECRUITING TALENT AND DEVELOPING OUR PEOPLE TO REFLECT THE RICH DIVERSITY OF OUR CONSUMERS AND COMMUNITIES, WE FOSTER A CULTURE OF INCLUSION THAT ENGAGES OUR EMPLOYEES AND AUTHENTICALLY CONNECTS OUR BRAND WITH OUR CONSUMERS.
