Team Leader Order Fulfillment

PURPOSE & OVERALL RELEVANCE FOR THE ORGANIZATION:

  • Strengthen skill of consumer response and ensure Voice of consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services
  • Build optimal consumer response structure in e-com / e-com business / Membership services and contribute to consumer satisfaction and business growth 

 

KEY RESPONSIBILITIES:

Strengthen link between business and consumers through optimal operations of response to consumer.

Always keep an eye on e-com business and contribute to business growth.

 

Consumer response quality improvement 

Maintain and improve consumer satisfaction throughout optimal response to consumers

  • Improve level of consumer response in Call-center by monitoring KPI  (Ensure to manage / supervise outsourcing vendors)
  • Establish structure to share internal information about marketing and products, etc.  in a timely manner
  • Deal with serious complaint in a sincere and fair manner and develop relationship with consumers

 

Strengthen consumer Information feedback

Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

  • Analyze and proactively report VOC by e-com consumer and centralize consumer information
  • Share consumer information with related departments and lead internal improvement

 

Support and promote e-com business operations and effectively utilize expertise

Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

  • Drive smooth operation for this area related with Global, e-com operation team
  • Build and maintain consumer response structure for e-com consumers in call-center
  • Ensure product supply to e-com consumer with Logistics vendor
  • Performs related duties
  • Web order operation support
  • Delivery information management
  • QC management (Product inspection)
  • Reproduction operation
  • Defect registration / information gathering
  • Acquire knowledge and improve skills in global systems

 

KEY RELATIONSHIPS:

  • Collaboration with Global Customer Service
  • Key interfaces (internal): e-com, Retail, Sales, Quality control, Purchasing, Marketing,
  • Key interfaces (external): Call-center (NTM), e-com Logistics (BBF) 

 

KNOWLEDGE, SKILLS AND ABILITIES:

  • Customer Correspondence [Experience in consumer correspondence]
  • Web-related knowledge
  • PC operation knowledge
  • Project Driving Force
  • IT and Digital literacy
  • Play to Win
  • Team Up for Top Result
  • Think Customer / Consumer
  • Negotiation skill
  • Communication skill
  • Results-oriented [A strong desire to achieve goals]
  • Passion for sports
  • Ability to propose
  • Stress tolerability

 

REQUISITE EDUCATION / QUALIFICATIONS:

  • University degree or equivalent professional experience
  • Outlook                              Intermediate
  • Word                                  Intermediate
  • Excel                                  Intermediate
  • PowerPoint                       Intermediate
  • English skills                    Intermediate

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:  Team Leader Order Fulfillment

Brand:  adidas
Location:  Tokyo
TEAM:  Supply Chain Management
State:  13
Country/Region:  JP
Contract Type:  Full time
Number:  455809
Date:  Jun 21, 2022