Consumer Relations Team Lead at Portland

Job Description

Purpose & Overall Relevance for the Organization:

Provide effective leadership to the Consumer Relations team by fostering exceptional customer service while ensuring department targets and KPIs are achieved and maintained. Develop and implement service improvement strategies that align with adidas Brand Values.

Key Responsibilities:

• Supervisory responsibility for the Consumer Relations Team. Lead by example: achieve top performer status among all the representatives in the execution of email and phone contacts. Oversee local customer care activities and service center operations for adidas America, ensuring the highest quality of customer service at all times.
• Manage department scheduling (daily and holiday) assuring proper service is optimal at all times. Assist in the organization and distribution of daily workflow and special projects, including management of email and phone queues.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
• Determines customer service requirements by maintaining contact with consumer trends and competitor practices.
• Administer help/self-service content in email, IVR, and site.
• Manage escalated consumer inquiries, ensuring follow-through while maintaining a positive brand image.
• Implement and monitor KPIs as determined in conjunction with CCM. Complete daily, weekly and monthly metrics reporting, Provide feedback on key department measurements. Recommend process improvements and/or changes to enhance service levels.
• Provide proactive feedback to the eCommerce team on process improvements and site development.
• Achieve organizational goals by taking ownership of new and different requests; exploring opportunities that add value to the consumer experience.
• Partner with CCM to develop and deliver appropriate and challenging targets for the Consumer Relations team based on adidas Brand Values, department objectives and personal development.
• Accomplish customer service human resource objectives by recruiting, selecting and hiring through phone screens and in-person interviews. Orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
• Develop, train and facilitate a strong understanding of the adidas product range, marketing initiatives and technologies.
• Provide and facilitate training of new customer service representatives in the areas of systems, processes and products and technologies.
• Coach and mentor team members through evaluation of call/email monitoring in order for them to reach the desired KPIs.

Key Relationships:

• aA Business Units
• Consumers
• Third-Party Customer Care Vendor
• Reebok Customer Care Manager
• Digital Marketing
• eCommerce Funtional Teams
• adidas Group Business Partners

Knowledge Skills and Abilities:

• Advanced Customer Service skills, with the demonstrated ability to work with various types of customers and manage difficult situations.
• Passion for delivering high-quality, professional customer service.
• Desire to show Passion, Commitment and Honesty, in all facets of the position to both internal and external partners
• Ability to coach, train and motivate team members.
• Provide fair and open feedback utilizing internal performance management tools
• Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, confident, respectful and professional manner.
• Ability to appear and present ones self with professionalism to a wide range of internal and external business partners.
• Excellent problem solving skills required, particularly experience in dealing with disgruntled customers. This includes the ability to solve practical problems and deal with multiple variables in situations where only limited standardization exists.
• Intermediate MS Office skills, specifically Outlook, Word and Excel.
• Ability to manage disparate software programs and reporting systems.
• Able to demonstrate high degree of independence, initiative and organization.
• Able to prepare and report out on financial and operational performance metrics
• The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds.
• Knowledge of SAP desired.

Requisite Education and Experience / Minimum

Job Requirements

• Bachelors degree (BA) from a four-year college or university preferred.
• A minimum of 2 years experience in a customer service or call center environment
• A minimum of 2 years experience managing, supervising or acting as a Lead for a team.
• Experience developing policies, processes and procedures in a call center environment.
• Experience with SAP preferred.

adidas founder, Adi Dassler, was inspired by a single idea when he made his first shoes, at the age of just 20: to provide every athlete with the best footwear for his or her respective discipline. And 85 years later, we have almost 16,000 employees worldwide who put this same passion and commitment to innovation into each concept, component, process and product we produce.

Our mission is to be the leading sports brand in the world. At adidas we understand it takes a village to accomplish this mission. adidas provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, sex, national origin, citizenship, creed, age, marital status, sexual orientation, veteran status, mental or physical disability, or any other protected status unrelated to the performance of the work involved. You may have heard us say Impossible is Nothing or Celebrate Originality; to us, these phrases are more than just words. If you share this same passion then apply today!

Country: USA, State: Oregon, City: Portland, Company: Adidas.