Specialist Customer Service eCom

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 KPIs to improve business standards, service levels and financial results.

Knowledge, Skills And Abilities

• A strong customer service focus
• To be proactive in your approach and drive change where applicable.
• 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 3 years of experience of sales, supply chain, logistics and/or customer service

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.