Senior Specialist, eCom Customer Service

Please note applicants must have legal rights to work in Australia. No Relocation or Visa support is offered for this role.



Purpose & Overall Relevance for the Organisation:

As a Customer Service Senior Specialist at adidas you are a main contributor to creating a premium customer service experience for our consumers who buy through eCom and in adidas retail stores.

Your task is to drive Customer Service operational excellence in the contact centre across all service channels with a focus on Efficiency, Quality & the end-to-end Consumer Experience.


  1. Key Responsibilities 


Accountable for creating a premium customer service experience

  1. Process Definition & Documentation
  • Implement processes with the local vendor. Ensure that these definitions will allow to leverage or build proper solutions with internal and external cooperation partners.
  • Be the operational and implementation partner and manage the relationship at a local level with 3rd party vendor (contact centre provider, specialist providers). Act as the 1st escalation point for contact centre.
  • Be the process counterpart for contact centre concerning implementation of roll-outs or new functionalities.
  • Drive the alignment of contact centre processes within Pacific, ensuring a consistent CS experience.
  • Operate the formalisation and documentation of defined processes, providing transparency on current state and a solid foundation for evolution.
  • Oversee recruitment and management of vendor leadership and agents
  • Manage commercial relationship with the vendor, including monitoring and auditing performance, managing monthly invoices and any incentives or penalties.
  • Create Consumer Experience strategy and Roadmap for market


  1. Continuous Improvement
  • Monitor and analyse processes continuously. Identify improvement opportunities and define respective solutions.
  • Operate process reviews involving all relevant stakeholders to collect appropriate feedback, manage and enrich a backlog of improvements.
  • Monitor & report (KPIs & Metrics) including weekly and monthly review of operational performance
  • Alignment with global and local market strategy, including localising templates and initiatives
  • Lead the consumer experience framework within Pacific and continuously optimise the data  
  1. Day-to-day Operations
  • Monitor, operate and improve service levels and quality standards in close cooperation with the contact centre.


  1. Staff management
  • Team leadership of direct report(s) in the Melbourne office, including their tasks, work planning and development.



  1. Key Relationships:
  • Customer Service Specialist (direct report)
  • eCommerce team, Pacific
  • Outsourced Customer Service Partner
  • Global Customer Service (Consumer Engagement) team
  • Global Digital Analytics teams
  • Pacific Retail team
  • Pacific Brand Marketing teams
  • External vendors



  1. Requirements
  1. Education & Experience
  • Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
  • 3+ years of experience in Contact vendor management in a Retail, Digital and/or eCommerce environment
  • Expert knowledge in the Consumer Service domain
  • Experience in managing highly complex processes, involving multiple teams in different countries
  • Knowledge on Salesforce Service Cloud is a plus
  • Experience in change management is a plus 


  1. Soft-Skills
  • Ability to quickly adapt to changing business processes and business partners
  • Very good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organisational levels both in person and remotely


  1. Hard-Skills
  • Comfortable working with enterprise-level platforms and technologies
  • Strong Excel and data analysis skills
  • Project management and project monitoring experience
  • Knowledge of process optimisation methodologies (LEAN, 6Sigma, etc.) is a plus
  • Strong time management, planning and prioritisation skills
  • Fluent in English both verbally and written



What’s on offer?

A competitive base salary, superannuation and adidas employee benefits are on offer to the successful candidate.


How do I apply?


  • Press the "Apply" button and follow the instructions
  • You will be required to fill out the online applications forms, and attach a copy of your resume and cover letter which addresses all above candidate requirements
  • Applications which do not attach a cover letter which addresses the job requirements specific to adidas will not be considered.
  • Applications will only be accepted through the steps above
  • Please note that due to the high volume of applications adidas receives, we will be unable to respond to all individual inquiries.


About adidas

adidas Jobs http://adidas-group.jobs/

Linkedin: http://bit.ly/futureofsport

Twitter http://twitter.com/adidasgroupjobs

adidas Mobile http://adidasgroupjobs.mobi/

Facebook http://www.facebook.com/futuretalents


We innovate and create to bring performance, fitness, and fashion together to celebrate individuality and propel the athlete inside all of us.


It's a place where you're connected to your favourite athlete, style icons, and people as committed to winning as you are. Where we truly believe in balancing your work and life as well as sport and style.


adidas offers unlimited opportunities. Whether you're fresh out of school or have years of experience, adidas offers development programs and company sport programs that allow you to be your best.


It's a passionate workplace created by original thinkers. You'll find a unique team spirit strengthened by our diversity of thought, cultures, and individuality. It's for our people who believe sport can make the world a better place.


At adidas you can contribute to a proud legacy. You can shape a better future of sport, for style, and for yourself.



Please note applicants must have permanent legal rights to work in Australia. No Relocation or Visa support is offered for this role.


Please note part of adidas Pacific’s recruitment process will require external candidates to consent to a pre-employment criminal history check


Note to agencies: adidas Pacific does not accept any unsolicited calls or resumes from head hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs or profiles to the adidas careers portal, nor to any adidas personnel. adidas will not pay any fees relating to unsolicited resumes.

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:  Senior Specialist, eCom Customer Service

Brand:  adidas
Location:  Melbourne
TEAM:  Customer Service
State:  VIC
Country/Region:  AU
Contract Type:  Full time
Number:  209772