Purpose & Overall Relevance for the Organization:
As an Assistant Manager Manager in Brand Consumer Service at Reebok, you are contributing to creating a premium customer service experience for our consumers who bought through ecom. Your task is to partake in CS operational excellence in the contact center across all service channels with focus on Efficiency, Quality & Consumer experience. You have a very strong affinity with sports and are absolutely passionate about the Reebok brand. You understand Customer Service and promote a Customer-First attitude; you will use your listening skills, analytical mind set, willingness to help, and creativity in order to solve issues and expand customer loyalty. Key Responsibilities:
Scope: Contribute to create a premium customer service experience in your region Process Definition & Documentation Support the operational and implementation lead and support in managing the relationship at a remote and local level with 3rd party vendor (contact center provider, specialist providers). Support the 2nd escalation point for contact center. Support the contact center concerning implementation of roll-outs or new functionalities Maintain knowledge of all defined processes and documented guidelines. Collaborate and share information with the knowledge and training team Support any analysis of consumer feedback impacting NPS, SLA, and CSAT Understand customers' needs and wishes with a confident commercial flair Identify opportunities to surprise and delight our best consumers when appropriate Identify trends amongst consumer feedback and complaints to improve processes and programs. Continuous Improvement Continuously support respective processes. Identify improvement opportunities and contribute to finding respective solutions. Seek and utilize educational opportunities to broaden skills and that of your team. Perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements. Assist in monitoring & reporting workload and metrics, including weekly, monthly review of operational performance in your region Day-to-day Operations Support to monitor, operate and improve service levels and quality standards in close cooperation with the CS Assistant Manager and contact center Manage all workload of team and adjust priorities as required by business needs Excellent customer service skills with a demonstrated ability to work with difficult consumers and/or situations Respond to a variety of consumer inquiries, resolve concerns, direct consumers to the appropriate resolution, and ability to engage with difficult consumers and/or situations Report recurring and potential consumer complaints/problems to Manager with recommendations on how to proactively prevent future issues Effectively communicate with customers through verbal and written communication regarding adidas orders, products, advertising, promotional programs, return procedures, and other company policies Work in agile manner with the willingness to adapt and learn in a fast-paced environment Key Relationships:
Global CS Operations CS Senior Manager CS Operations Manager Local DBC team External vendors Knowledge, Skills and Abilities:
Soft-Skills Ability to quickly adapt to changing business processes and business partners Good verbal and written communication, comfortable presenting complex topics to internal and external consumer support team at various organizational levels both in person and remotely Hard-Skills Comfortable working with enterprise-level platforms and technologies Project management and project monitoring experience is a plus Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus Fluent English in both verbally and written Requisite Education and Experience / Minimum Qualifications:
Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience 2+ years of professional work experience required; experience in Contact vendor management in a Retail, Digital and/or eCommerce environment a plus Advanced knowledge in Consumer Service The Reebok brand has moved their HQ to a 220,000 square-foot section of the Innovation and Design Building in Boston's Seaport District. This move has brought community fitness to a next generation design and innovation space; the all new workplace fosters a vibrant collaborative culture and allows the brand to be closely connected to the community in Boston. Alongside state-of-the-art office spaces, the headquarters is equipped with an employee fitness center and a retail store.