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Specialist eCommerce Backend Operations (6-month Contract)

Purpose & Overall Relevance for the Organization:
To support the operations of the eCommerce business across South East Asia countries including, but not limited to, Singapore, Malaysia, Thailand, Philippines, Indonesia and Vietnam in the areas of Order Management and Customer Service (CS).

 

Key Responsibilities: 

  • Ownership: SLAs, backlog clearance across .com, Net Promotion Score (NPS) & customer satisfaction survey (CSAT)
  • Order fulfillment & Customer Service
  • Support the order fulfillment process to ensure the success of order processing, on-time delivery, return and refund;
  • Support the customer orders/delivery enquiries, issues and complaints;
  • Support the compilation and sharing of key metrics in a presentable manner with relevant stakeholders;
  • Support the day-to-day operations of complaint & customer escalation by working with relevant team to acquire necessary information or support;
  • Support the creation of escalation process, implementation of SOP and track the performance of customer service agent/team to ensure the best customer experience on all platforms;
  • Support the SOP development to meet global NPS, CSAT score or any other relevant key metrics;
  • Drive the customer service brand value experience for the contact center across all customer CS touchpoints to maximize customer satisfaction and minimize cost through cost efficiency initiatives;
  • Masterdata Operations
  • Maintain article master within SAP AFS including Price and Tax Setup; 
  • Manage article master data interfaces and take necessary action to resolve issues with relevant teams;
  • Exception and error handling with article data;
  • Perform master data cleansing to identify potential duplicate/incorrect records;
  • Maintain data accuracy and perform data updates in system on time.


Key Relationships: 

  • eCom Managers in Country
  • Customer Service eCom Global
  • Retail Ops
  • Operations SEA & Country
  • CS Vendor
  • CRM
  • Finance and ePayments

 

Knowledge, Skills and Abilities: 

  • Excellent verbal and written communication skills
  • Capability of managing meetings and project plans
  • Ability to think creatively and to drive community engagement and satisfaction
  • High attention to detail
  • Multi -Tasking
  • Analytical
  • Fluent in English (oral and written) is a must for one of the positions. 

 

Requisite Education and Experience / Minimum Qualifications: 

  • Education: Diploma / Degree in Business Administration, Sports Science or other related degree
  • Experience working in a multi-cultural / international environment
  • Minimum of 2-3 years working experience in eCommerce Operations is a plus
  • Fresh graduates with relevant experience in eCommerce will be considered 

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 eCommerce Backend Operations (6-month Contract)

Brand:  adidas
Location:  Singapore
TEAM:  Retail (Back Office)
State:  01
Country/Region:  SG
Contract Type:  Limited Duration
Number:  262533
Date: