Assistant Manager Consumer Service Operations, eCom

Purpose & Overall Relevance For The Organization

• Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services
• Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth

Key Responsibilities Strengthen link between business and consumers through optimal operations of response to consumer

【 Consumer response quality improvement 】 Maintain and improve consumer satisfaction throughout optimal response to consumers

• Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)
• Establish structure to share internal information about marketing and products, etc. in a timely manner
• Deal with serious complaint in a sincere and fair manner and develop relationship with consumers
• Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices

【 Strengthen consumer Information feedback 】 Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

• Review VOC regularly and consolidate consumer information
• Share consumer information with related departments and lead internal improvement

【 eCom / Customization Program 】 Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

• Drive smooth operation for this area related with Global, eCom
• Build and maintain consumer response structure for eCom consumers in call-center
• Ensure product supply to eCom consumer with Logistics vendor
• Build and maintain Customization program operation
• Web order operation support
• Delivery information management
• QC management (Product inspection)
• Reproduction operation
• Defect registration / information gathering

【 Business Improvement Initiatives 】

• Execute daily tasks surely with thinking and efficiency
• Provide improvement plan for quality of work
• Review manuals / workflow as needed and coincide these with actual situations

Key Relationships

• Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS
• Key interfaces (external): Call-center (HCL), eCom Logistics

Knowledge, Skills And Abilities

• Customer Correspondence

[Experience in consumer correspondence]

• Web-related knowledge
• PC operation knowledge
• Play to Win
• Team Up for Top Result
• Think Customer / Consumer
• Negotiation skill
• Communication skill
• Results-oriented [A strong desire to achieve goals]
• Passion for sports
• Ability to propose
• Stress tolerability

Requisite Education / Qualifications

• University degree
• Outlook Intermediate
• Word Intermediate
• Excel Intermediate
• PowerPoint Intermediate
• Japanese Business Level
• English Conversational

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.