Assistant Manager Consumer Service Operations, eCom

eCom South Dakota, United States of America

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Assistant Manager Consumer Service Operations, eCom

Purpose & Overall Relevance for the Organization:

Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services
Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth

Key Responsibilities:

Strengthen link between business and consumers through optimal operations of response to consumer

【Consumer response quality improvement】

Maintain and improve consumer satisfaction throughout optimal response to consumers

Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)
Establish structure to share internal information about marketing and products, etc. in a timely manner
Deal with serious complaint in a sincere and fair manner and develop relationship with consumers
Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices

【Strengthen consumer Information feedback】

Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

Review VOC regularly and consolidate consumer information
Share consumer information with related departments and lead internal improvement

【eCom / Customization Program】

Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

Drive smooth operation for this area related with Global, eCom
Build and maintain consumer response structure for eCom consumers in call-center
Ensure product supply to eCom consumer with Logistics vendor
Build and maintain Customization program operation
Web order operation support
Delivery information management
QC management (Product inspection)
Reproduction operation
Defect registration / information gathering

【Business Improvement Initiatives】

Execute daily tasks surely with thinking and efficiency
Provide improvement plan for quality of work
Review manuals / workflow as needed and coincide these with actual situations

Key Relationships:

Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS
Key interfaces (external): Call-center (HCL), eCom Logistics

Knowledge, Skills and Abilities:

Customer Correspondence

　[Experience in consumer correspondence]

Web-related knowledge
PC operation knowledge

Play to Win
Team Up for Top Result
Think Customer / Consumer

Negotiation skill
Communication skill
Results-oriented [A strong desire to achieve goals]
Passion for sports
Ability to propose
Stress tolerability

Requisite Education / Qualifications:

University degree
Outlook Intermediate
Word Intermediate
Excel Intermediate
PowerPoint Intermediate
Japanese Business Level
English 　　 Conversational

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE: Speak up when you see an opportunity; step up when you see a need..
OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.

– Culture Starts With People, It Starts With You –

By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.

Job Title: Assistant Manager Consumer Service Operations, eCom

Brand:

Location: Tokyo

TEAM: Digital

State: Toky

Country/Region: JP

Contract Type: Full time

Number: 547282

Date: Jul 15, 2026

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