Assistant Manager Order Management

Adidas

  • Amsterdam, Noord-Holland
  • Vast
  • Voltijds
  • 7 dagen geleden
Purpose & Overall Relevance for the Organization:We are seeking a dedicated and detail-oriented Order Management Assistant Manager with operational experience and a knack for collaborating with Consumer Service providers to join our team. This role will focus on optimizing our order processing while also working closely with Consumer Service teams to ensure end consumers' issues are promptly resolved. The ideal candidate will have a strong background in order management, operational monitoring, data analysis and exceptional communication skills.As an Assistant Manager eCom Order Management you will be responsible of providing key support and execute for the success for adidas eCom business. You will be key to make sure that our platform is stable ensure the best experience towards to consumers and elevating the business.Key Responsibilities:
  • Order Processing: Collaborate with SCM, global IT, and fulfillment operations to ensure efficient orderflow wrt order delivery and returns. Leverage process insights to streamline and enhance these processes.
  • Consumer Service Collaboration: Partner with Consumer Service team and providers to assist in resolving end consumers' issues related to orders and returns inquiries.
  • Data Analysis: Extract and analyze data from various systems to gain insights into order management performance. Develop data-driven recommendations to optimize workflows and enhance customer satisfaction.
  • Process Mining and Analysis: Identify bottlenecks, inefficiencies, and opportunities for improvement in the order lifecycle using Process mining tools (Celonis).
  • Continuous Improvement: Drive continuous improvement initiatives with Product and Tech teams by suggesting and implementing changes based on process mining findings.
  • Collaboration: Collaborate closely with the Product, Fulfillment, Consumer Service teams and IT departments to align process mining efforts and ensure successful implementation.
  • KPI Management: Define and track key performance indicators (KPIs) related to order management processes like Refund lead time, Return status health, POD, %CTO rate, CS queries, Omni queue, etc.
Key Relationships:
  • Digital Business Architecture
  • Consumer Service team and vendor
  • Global Teams: Global IT, Digital Brand Commerce, Digital Sales Solutions, Inventory and Order Management.
  • Supply Chain Management and Fulfillment Operations
  • Retail and OmniChannel Operations
  • Digital Partner Program
Knowledge, Skills and Abilities:
  • Knowledge of eCommerce platforms
  • Knowledge of order processing, data flow, and supply chain principles.
  • Practical experience in one or more of these solutions: MS-Excel, Kibana or similar data visualizations tools, Celonis, Salesforce Commerce Cloud (also known as Demandware), Sales Force Service Cloud, and Inventory/Order Management solutions such as IBM Sterling and SAP.
  • Basic to intermediate experience in workflow/task management and documentation solutions, such as Atlassian JIRA & Confluence.
  • Self-Motivated, approachable, quick to adopt new learnings and suggest improvements and opportunities for automation.
  • Analytical and problem-solving skill-set – continuous enhancement of data driven approaches to operations is a key goal for our team.
  • Some experience in technical issue management, incident management and any coding language is a plus
  • College/University degree from an accredited institution in Computer Science, Information Management or Logistics and Supply Chain Management or equivalent combination of education and experience.
  • 2-3 years of eCommerce / Retail / Order Management experience, preferably within an Operations role.

Adidas