Vacatures
>
Amsterdam

    Assistant Manager Consumer Service Operations - Amsterdam, Nederland - Adidas

    Adidas
    Adidas Amsterdam, Nederland

    6 dagen geleden

    Default job background
    Temp
    Beschrijving

    Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends. Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of creativity and collaboration. We aim to be Europe's best sports brand, seeking pioneers and visionaries to join our bold journey. At adidas, you're not just getting a job; you're invited to make a global impact, joining a team that values creativity, courage and innovation. Are you ready to be part of our journey?

    General Purpose

    As an Assistant Manager Consumer Partnership Digital Operations at adidas you are contributing to creating a premium customer service experience for our consumers who bought through eCom and in adidas retail stores as well as drive revenue generation via different channels of contact center. You will support with driving a membership first operating model within consumer service.

    Your task is to partake in CS operational excellence in the contact center across all service channels with focus on Post Sales operations. You look for ways to support global best practice sharing. You are consumer obsessed

    Key Responsibilities

    Scope: Contribute to create a premium consumer service experience in Europe

  • Assist in the implementation processes with the local vendor. Ensure that these definitions will allow to leverage or build proper solutions with internal and external cooperation partners.
  • Be the connection between the contact center and internal stakeholders by supporting new initiatives.
  • Uncover improvement areas within the conversation quality of our consumer service.
  • Manage the relationship at a local level with 3rd party vendor to collect, evaluate and report data in the most efficient format and cadency that serve the scope of Operational excellent.
  • Support the contact center concerning implementation of roll-outs or new functionalities in your region.
  • Participate in the alignment of contact center processes within your region, ensuring a consistent CS experience.
  • Formalize and document the defined processes to provide transparency and sustained clarity for all stakeholders.
  • Support a global outlook of best practice sharing when defining any new processes or process improvements within your region.
  • Monitor and analyze respective processes continuously. Identify improvement opportunities and contribute to finding respective solutions.
  • Contribute to learning and development improvements, coordinating with relevant stakeholders to support performance improvements and measured ROI.
  • Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
  • Support operational excellence by highlighting the voice of the consumer with our stakeholders.

    • Day-to-day Operations

  • React quickly in the management of targets in a fast paced, agile environment of digitalization and personalization with highest executive attention in Brand and Sales.
  • Support with the monitoring of service levels, quality standards and revenue levels in close cooperation with the local vendor.
  • Review (KPI's & Metrics) on daily basis. Support with reviewing operation performance on a daily/weekly/monthly basis (including training and quality).
  • Monitor and analyze respective processes continuously. Seek out opportunities for improvements.

    • Key Relationships

  • Operational Excellence team
  • Insights Analytics team
  • Scalability & Growth team
  • External vendors
  • Extended Digital Consumer Operations team

    • Knowledge, Skills and Abilities

    Soft-Skills

  • Ability to quickly adapt to changing business processes and business partners
  • Good communication skills and comfortable presenting complex topics to both internal and external stakeholders at various organizational levels both in person and remotely
  • Good numerical and analytical skills
  • Self-motivated and able to work independently

    • Hard-Skills

  • Working knowledge of CRM tools in CS environment (preferably Salesforce) and order management systems (preferably OmniHUB).
  • Project management and project monitoring experience is a plus
  • Knowledge of process optimization methodologies (LEAN, 6Sigma, etc...) is a plus
  • Basic experience and broad understanding of IT
  • Fluent English both verbally and written
  • Previous experience in improving agent quality in contact center environments

    • Requisite Education and Experience / Minimum Qualifications:

  • Degree with focus on Business Administration, Communication or related areas, or equivalent combination of education and experience
  • Experience working in a contact centre, Retail, Digital and/or eCommerce environment is a plus
  • Basic knowledge in Consumer Service
  • Experience working with highly complex processes
  • Pearl Abyss Europe

    Service Operations Intern

    4 weken geleden

    Pearl Abyss Europe Amstelveen, Nederland Other

    Are you looking to jumpstart your career in the gaming industry and work closely with a dedicated team across multiple communities, platforms and games? · Pearl Abyss - the company behind the highly acclaimed Black Desert franchise - is seeking a passionate and motivated Service ...

  • Intralox

    Customer Service Operational Representative

    3 weken geleden

    Intralox Amsterdam, Nederland

    Intralox is looking for a new team member to join our award winning, global Customer Service department. Based at our EMEA facility in Hoofddorp, the successful candidate will be a positive, conscientious team player with a track record of delivering service excellence in an inte ...

  • Talentor Netherlands

    Operations Director Facility Services

    3 weken geleden

    Talentor Netherlands Amsterdam, Nederland

    Operations - Facility / Hospitality - EuropeAre you an experienced manager in the field of facility/hospitality with international experience and do you have the skills and motivation to deliver first class service? Apply nowWe are looking for an Operations Director managing all ...

  • Rainforest Alliance

    Data Analyst, Operational Services

    7 minuten geleden

    Rainforest Alliance Amsterdam, Nederland

    **Position summary**: · At Rainforest Alliance, we believe in the value of data. The Data Management and Intelligence department is paving the way for enabling data-based decisions by focusing on the delivery of scale-able data products to the market, supporting internal decision ...

  • Intralox

    Customer Service Operational Representative

    3 weken geleden

    Intralox Amsterdam, Nederland

    **What will you be doing?** · In this role you will support both language team and customers. After completing an in-depth onboarding period your responsibilities will vary from providing excellent order management, to backing up and supporting the team. In addition, you will coo ...

  • Adidas

    Assistant Manager Consumer Service Operations

    4 dagen geleden

    Adidas Amsterdam, Nederland

    Join adidas Europe and shape the future For over 75 years, our European heritage has been a fusion of culture and innovation, driving global sports trends. Our offices, from Herzogenaurach to London, Berlin, Amsterdam, Warsaw, Athens, Milan, Manchester and Paris, are centers of c ...

  • ICL Group

    Global Operational Buyer Indirect IT and Professional Services

    1 maand geleden

    ICL Group Amsterdam, Nederland

    · As our Global Operational Buyer (full-time, hybrid) for Indirect IT and Professional Services you will actively participate in the sourcing activities with the goal of achieving cost reductions, while maintaining or improving quality or vendor service levels. You will work clo ...

  • Ikea

    Service Fulfilment Operations Teamleader

    1 week geleden

    Ikea Haarlem, Nederland Voltijd

    Job ID: · Date posted: 04/06/ · We zijn op zoek naar een enthousiast iemand met een sterke ondernemersgeest die ervan houdt om zich op onbekend terrein te begeven. In deze rol ga je een geheel nieuw team binnen IKEA opbouwen en krijg je vrijheid en verantwoordelijkheid om onze p ...

  • Randstad

    Administratief Medewerker Service Operations

    1 maand geleden

    Randstad ALMERE, Nederland TEMPORARY

    Ben jij service gericht en krijg jij energie van het verbeteren van bestaande processen? Dan zij wij op zoek naar jou Voor Leaseplan in Almere zijn wij per direct op zoek naar een Administratief Medewerker op de afdeling Service Operations. · wat bieden wij joubruto uurloon tusse ...

  • NS

    Digital Lead Service Operations

    1 week geleden

    NS Utrecht, Nederland

    **Daarom wil je als Digital Lead Service Operations bij NS werken**: · - Je bent verantwoordelijk voor het Cluster "Service Operations" wat staat voor de 24*7 continuïteit van de volledige IT dienstdienstverlening van NS. Zowel de onderliggende infrastructuur, platformen en boven ...

  • Randstad

    Customer service medewerker

    4 weken geleden

    Randstad Nederland Voltijd

    Ben je gedreven, een teamspeler en heb je ervaring in de logistieke sector? Dan zoeken we jou Als Customer Service medewerker ben je een cruciale schakel tussen verschillende afdelingen en externe contacten. Denk hierbij aan Operations en Sales. Bovendien heb je contacten met int ...

  • Fugro

    Operational Excellence Manager – Fleet Services

    2 dagen geleden

    Fugro Leidschendam, Nederland Voltijd

    Job Description · Embark on an Empowering Journey as the Operational Excellence Manager in Leidschendam, the Netherlands Join us and become a key player in advancing operational excellence within Fugro. Shape the future with us and make a lasting impact on the maritime industry · ...

  • Independent Recruiters

    Interim Operations Manager

    3 weken geleden

    Independent Recruiters Amsterdam, Nederland

    Wij zoeken een interim Operations Manager voor de periode medio juli 2024 tot medio februari 2025 · Als Operations Manager voor twee van de vier locaties van de klantenservice, ben je eindverantwoordelijk voor het leveren van een world class performance. Je bent samen met je coll ...

  • 3WO Horeca Groep

    Junior Operationeel Manager

    5 dagen geleden

    3WO Horeca Groep Amsterdam, Nederland

    3WO geeft al meer dan 15 jaar kleur aan de stad. De kracht van onze organisatie is dat we in onze tijdloze hotspots mensen écht met elkaar verbinden. Wij staan voor inclusie, diversiteit, warmte en gezelligheid. Dit vind je terug in de algehele uitstraling van elke individuele lo ...

  • ABN Amro

    WFM Traffic Manager

    3 weken geleden

    ABN Amro Amsterdam, Nederland

    WFM Traffic ManagerIn het kort · Als Traffic Manager bij Customer Care & Operations krijg je de kans om het verschil te maken. Met onze telefonische en sociale media klantcontacten spelen wij een essentiële rol in de Net Promoter Score (NPS) en de digitalisering van de bank. Wij ...

  • ABN Amro

    Customer Care Loans

    2 weken geleden

    ABN Amro Amsterdam, Nederland

    Customer Care Loans & InsurancesIn het kort · Gaat jouw hart sneller kloppen van het geven van service en support aan onze klanten? Deel jij onze ambitie om de beste financiële serviceverlening in NL neer te zetten? Houd je van klanten telefonisch en/of via chat helpen en wil je ...

  • RandStad

    Medewerker klantcontact

    2 weken geleden

    RandStad Binnenstad, Nederland

    MEDEWERKER KLANTCONTACT | 39 UUR | LANGE TERMIJN · Jouw dag is goed als een klant supperhappy wegrijdt in een nieuwe auto. Jij weet als geen ander hoe je de after sales afwikkelt zodat er alleen maar winnaars zijn. Jij kunt klanten goed adviseren en je vindt het fijn om een spin ...

  • DPG Media

    Medewerker Customer Success- AutoTrack EasyBuy

    1 week geleden

    DPG Media Noord-Holland, Nederland Permanent

    Amsterdam - Is jouw dag goed als een klant superhappy wegrijdt in zijn of haar nieuwe auto? Maak je een AutoTrack EasyBuy partner graag blij met weer een nieuwe order? Weet jij als geen ander hoe je de after sales zo afwikkelt dat er alleen maar winnaars zijn? En weet je precies ...

  • De Nederlandsche Bank

    Proces Manager Data

    2 weken geleden

    De Nederlandsche Bank Amsterdam, Nederland

    Jij hebt impact · Het werk van DNB gaat over financiële stabiliteit en duurzame welvaart. Indirect heb jij daar als Proces Manager Data & IT bij de sectie Service Management ook impact op. Jij werkt als procesmanager met collega-procesmanagers, service integratie managers, proce ...

  • Randstad

    Medewerker klantcontact

    2 weken geleden

    Randstad Amsterdam, Nederland TEMPORARY

    Functieomschrijving · MEDEWERKER KLANTCONTACT | 39 UUR | LANGE TERMIJN · Jouw dag is goed als een klant supperhappy wegrijdt in een nieuwe auto. Jij weet als geen ander hoe je de after sales afwikkelt zodat er alleen maar winnaars zijn. Jij kunt klanten goed adviseren en je vindt ...