Specialist Customer Service eCommerce - EM South at adidas Group

Purpose & Overall Relevance for the Organisation:

• We are seeking an enthusiastic and hard-working individual to become a member of our ecom Team who will be dedicated to assist with online customer service-related queries.
• This diverse role will see you managing a variety of tasks and primarily responsible for managing the customer order environment and aiding in customer service teams for various administrative tasks.

Key Responsibilities:

• Update, maintain shared order sheet and escalate where needed, to either courier or warehouse team.
• Assist in all online customer service processes including but not limited to, call centre support and guidance, implementation of rollouts, i.e. competitions, local input ensuring a smooth customer experience.
• Support operations in managing the relationship at a local level with 3rd party vendors (contact centre, fulfilment team – warehouse, payment merchant.
• Support the 1st escalation point for call centre (TLs)
• Assist customers and consumers with various information requests (order tracking, stock availability, retail prices, purchase prices, discounts, delivery dates, claims and returns questions etc.)
• Process, coordinate, and investigate customer shipment claims or return requests following existing Company policies, procedures, and programs.
• Aid and support internal and external partners including Warehouse team, last mile courier, Sales, Marketing, Finance, Operations representatives relating to order or refund processing.
• Signoff returns – approve or reject defective items.
• Carry out necessary tasks to ensure a smooth refund process with payment partner, identifying orders with incorrect statuses, customers with profile issues and escalating matters accordingly.
• Assist Team Leader and Operational Manager with complaint resolution.
• Weekly alignment calls with team to align on any challenges and gain resolution.
• Find a solution for old requests from orders off previous ecom platform
• Support all head office consumer queries with online orders or customers routed from retail stores
• Assist social media team in query resolutions in a timely manner
• Work closely with legal team to support with ombudsman complaint resolution
• Create and execute vouchers where necessary for customers.
• Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
• Work towards both independent and team KPI’s to improve business standards, service levels and financial results.

Knowledge, Skills and Abilities:

• To be proactive in your approach and drive change where applicable.
• A strong customer service focus
• Excellent communication skills
• Ability to contribute to a team environment where performance is measured
• Experience in working under pressure to meet deadlines and conflicting priorities
• Strong Microsoft Office skills are essential.
• SAP experience preferable
• Excellent command of English language

Requisite Education and Experience / Minimum Qualifications:

• University degree
• Minimum 2 years of experience of sales, supply chain, logistics and/or customer service