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Senior Specialist eComm Payments Operations Expert

hace 2 meses

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

Purpose & Overall Relevance for the Organization:

As a key contact, you will drive and guarantee maximum service levels on LAM eCom post-order operations (payments, orders, and returns), monitoring the operation daily, leading the eCom order process with the Customer Service team and internal stakeholders, SCM, IT, Finance globally and locally, to deliver maximum Customer Satisfaction and NPS.

Key Responsibilities:

  • Payment experience review and verification of the payment process for the LAM region, benchmarking adidas payment flow globally, and identifying and generating improvement opportunities in the payment process.
  • Competitor payment benchmarking, management, and updating of benchmark information, construction, and automation of benchmark reports, and review and analysis of best payment experiences in other industries.
  • Supplier cost management, preparation of annual cost projections for the entire region, comparison of annual projections against actual execution, and verification of accuracy in charges by suppliers.
  • Customer service review for the payment part, support to interns on payment-related issues, management of critical cases, including legal requirements, construction, and management of dashboards and customer service KPIs.
  • Payment behavior management and analysis, daily analysis of approval rates and usage of different payment methods, daily analysis of chargebacks and their impact on operations, design, and collaboration on monitoring tool development projects, such as analytics, analysis of reseller behavior and trends on the platform, and active collaboration with other fulfillment teams (review of payment failures, refund issues, joint identification, and teamwork).

Key Relationships:

  • Customer Service
  • Global Technical Support
  • Service Management
  • Global Payments
  • Local SCM teams
  • Regional SCM teams

Knowledge, Skills, and Abilities:

  • University degree or equivalent education required
  • 2 years of experience in Payments or related tasks
  • Skilled in Excel, able to handle large amounts of data
  • Skilled in PowerBI (highly desirable)
  • Stakeholder management, great communication skills in both English and Spanish