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 Specialist at adidas you are responsible for contributing to creating a premium customer service experience for our consumers who buy through eCom and in adidas retail stores. Your task is to deploy an aligned and scalable training & development operating model that is integrated within the evolving Consumer Service landscape. Your role will be to adapt and localise global processes to ensure continuous improvement of Consumer Service processes in collaboration with Global Customer Service and other business stakeholders. Implementing rich knowledge base information, success criteria and driving a culture of operational excellence are just a few of the key activities that will be expected from this role.



  1. Key Responsibilities 


Scope: Accountable for contributing to and implementing a knowledge base, training and development processes affecting contact centre operations

  1. Process Definition & Documentation
  • Support the roll out of various elements of the Pacific Consumer Service roadmap
  • Align processes within your scope of responsibility, ensuring a consistent integration to the Global Customer Service landscape.
  • Operate the consumer feedback loop framework and continuously optimise the data
  • Support the Pacific operational lead to transform the consumer service journey in close collaboration with the Global Customer Service team.
  • Give input in identifying improvements on the Customer Service end-to-end experience, prioritise and implement improved Customer Service journeys in your region
  • Support contact centre processes, ensuring a consistent Customer Service experience.
  • Contribute to the implementation of complementary Customer Service elements from the consumer feedback loop framework including dashboard approach, use cases, training and communication to facilitate transformation to a Consumer Centric organisation


  1. Continuous Improvement
  • Create, update, monitor and analyse the content, knowledge base, training and development processes continuously. Identify improvement opportunities and provide input for solutions.
  • Conduct process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
  • Provide input to change requests for new functionalities. Ensure there is sufficient detail for qualification and solution selection. Ensure process documentation reflects implemented changes.
  • Implement KPI frameworks, quality assessments, monitoring processes and standards to ensure that from a training and development management perspective new functionalities and processes are successfully rolled out and embedded in the Customer Service domain.
  • Perform regular quality assurance audits to ensure target behavioural change in the contact centre


  1. Day-to-day Operations
  • Support the Pacific organisation and vendor teams on day-to-day issue resolution and operations.
  • Operate knowledge base management, training and development support to local contact centre team on day-to-day Customer Service operations.
  • Support the training management components of the expansion and ongoing development and optimisation of Consumer Service to provide eCommerce and Retail Consumers a seamless, omni-channel service interaction.



  1. Key Relationships:
  • Customer Service Manager
  • Global Customer Service (Consumer Engagement) team
  • eCommerce team, Pacific
  • Outsourced Customer Service Partner
  • 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
  • 2+ years of experience in consumer service with an understanding of end to end consumer service journey management
  • Strong knowledge in training and development management
  • Expert knowledge in knowledge base management
  • Advanced knowledge in Consumer Service
  • Experience in managing highly complex processes, involving multiple teams in different countries
  • Knowledge on Salesforce Service Cloud 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

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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:  Specialist, eCom Customer Service

Brand:  adidas
Location:  Melbourne
TEAM:  Customer Service
State:  VIC
Country/Region:  AU
Contract Type:  Full time
Number:  209788