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Manager Order Management

hace 1 mes

Bogotá, Bogotá D.E., Colombia adidas A tiempo completo

Purpose & Overall Relevance for the Organization:

Key contact to drive and guarantee maximum level of service on LAM eCom/market places order fulfillment (orders and returns), managing the orders and returns performance in a daily basis, leading the eCom order process with Customer Service team as well as internal stakeholders, DPC, SCM, IT, Finance globally and locally to deliver the maximum Customer Satisfaction and NPS.

Key Responsibilities:

  • Manage order pool for all LAM countries (which grows as fast as the business year after year) to ensure Service Levels to customers, guarantying that partner orders are all processed, invoiced and arrived to adidas group consumers, focusing on Customer Satisfaction and Reputation for Marketplaces.
  • Assure on-time returns process of partner orders from pick-up with Adidas customers. Key role to guarantee speed of refunds to eCom consumers.
  • Drive Customer Service topics related to orders processing and returns, looking for reduce the level of contacts by proving operation service excellence to adidas partners to support the growth of marketplaces.
  • Contact appropriate support locally and globally teams to solve any issue regarding ecom order fulfillment, assure solutions and/or follow escalation processes
  • Identify interdependencies with other functional areas and lead scalation and communication of incidents according to their severity and impact to the business SLAs.
  • Measure and report on Fulfillment KPIs (on-time of orders, cancellation rates, return rates...)
  • Work with distribution center and omnichannel teams to support and monitor fulfillment processes and provide data analysis as requested.
  • Be on top business insights and industry trends and act as a key contributor in improvements and enhancements that improve customer experience.
  • Support project implementations/go-lives/sustain phases for LAM countries
  • Perform regression testing as required for system releases affecting backend systems
  • Drive and support project implementations/ testing on backend system related topics like Omnichannel, OMS and new partners integrations implementations.
  • Detail Oriented and manage multiple priorities under tight timelines.
  • Quickly adapt to changing business processes and business partners.

Key Relationships:

  • Customer Service Teams
  • Operations & Services Team
  • Digital Analytics teams
  • adidas LAM Markets
  • Global IT and projects teams
  • Local LAM warehouse teams
  • Regional DTC & DPC teams

Knowledge Skills and Abilities:

  • University degree or equivalent education required
  • Broad and deep theoretical understanding of Digital operations
  • Minimum 3 years experience
  • Experience in Marketplace operations is a must

Requisite Education and Experience / Minimum Qualifications:

  • 3-5 Years experience