Manager, Service, eCommerce (6M Temp)

Purpose & Overall Relevance for the Organization:   


Deliver a best in class consumer service to adidas and Reebok on-off line 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/emarketplace) and share 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 3PL DC to ship out daily outbound volume regarding on-off line channels 
•    Manage DP process(eCom) for defectives/damaged products and deliver deliberation/repair service for on-off line channel aligned with ASC (in PT DC)
•    Manage operation to provide benefit, promotion(point, voucher, coupon, gift), monitoring for membership service of on-off line channels  aligned with CRM
•    Develop and update right tools processes and procedures for on-line 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(Program name: eBOS, CSMS) to maximize consumer journey for Global new platform project

•    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 the issue  
•    Manage a delivery process to provide consumer timely and user-friendly shopping experience to ensure time in full deliveries
•    Manage annual budget for external vendor and monitor the 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 vendors, store operations, customer service, eCommerce sales, etc.


Key Relationships: 


•    eCom, Retail/Wholesale Sales, Wholesale customer service, CRM, Business Unit
•    ASC (After Sales Center), Legal, Corporate 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 a 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 the 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) 

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.

Job Title:  Manager, Service, eCommerce (6M Temp)

Brand:  adidas
Location:  Seoul
TEAM:  Customer Service
State:  11
Country/Region:  KR
Contract Type:  Temp
Number:  294271
Date:  Feb 23, 2021