Sr Specialist Consumer Service

Purpose & Overall Relevance for the Organization:

As a Sr Specialist Consumer Services at adidas you are responsible for the monitoring and execution of adidas operational framework, data reconciliation to course correct process deviations and assure SLA´s are met


Key Responsibilities:


Scope: Accountable for executing CS business processes in order to drive CS Operational Excellence


Process Definition & Documentation


  • Active monitoring of processes with Third Party Service Provider (BPO)  
  • Monitor, Lead, manage quality and process improvement controls of key processes to guarantee NPS & high CX 
  • Active follow up and strategic planning of initiatives to improve CX ecosystem   
  • Ensure that the CS processes within LAM have a consistent operating framework with internal departments 
  • Ensure that defined processes are formalized and documented, providing transparency on current state and a solid foundation for evolution  


Day-to-day Operations

  • Ensure appropriate support to global cs team and operations is in place.


Best Practices


  • Execute standard best practices and control methods 
  • Drive best practice communication and trainings throughout the regional organization.


Knowledge Skills and Abilities:


  • Strong analytical skillset with problem solving mindset
  • Strong communication skills


Requisite Education and Experience / Minimum Qualifications:


  •  3 years in Quality/ L&D – Training Facilitation roles
  • 1+ years’ experience in Continuous improvement roles
  • 1+ years’ experience with CRM´s

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:  Sr Specialist Consumer Service

Brand:  adidas
Location:  Bogota
TEAM:  Sales
State:  DC
Country/Region:  CO
Contract Type:  Full time
Number:  495026
Date:  Mar 8, 2023