Manage order handling (order rejection, cancel, delivered, monitoring stores) occurred from eCom channel (.com/golf/emkt) and shared system (payment, order allocation failure, etc) or operation error with eCom IT
Manage call center external vendor with all customer in-out bound enquires and monitor carrier service and DC to ship out daily outbound volume regardingonline and offlinechannels
Manage DP process (eCom) for defectives/damaged products and deliver deliberation/repair service foronline and offlinechannels aligned with ASC (in PT DC)
Manage operation to provide benefit, promotion (point, voucher, coupon, gift), monitoring for membership service ofonline and offlinechannelsaligned with Membership & CRM teams
Develop and update right tools processes and procedures for online channel to the external vendor, ship from stores in alignment with eCom, BA, ASC, corporate PR and Legal and Compliance to meet consumer expectation and maintain brand image and reputation
Continue to seek improvement areas of tools, processes and fully reflect with CS functions to maximize consumer journey under Global Platform
Analysis and manage Weekly / Monthly / Quarterly operational performance (KPI) of vendors and take corrective action to improve KPI for delivering results with internal stakeholders
Lead handing process of complaints with relevant stakeholderstotakethe proper actionsand resolve issues
Manage delivery process to provide consumer timely and user-friendly shopping experience toensureon time in full deliveries
Control for annual budget for external vendor and monitor actual monthly budget and share with Finance team
Provide leadership as well as engage and develop team member in a high performance environment
Determine consumer service requirements by maintaining contact with consumer trends and competitors practices
Establish and maintain productive working relationships with partner in and out organizations such as external vendor, store operation, customer service, eCommerce sales, etc.
Key Relationships:
eCom, Retail/Wholesale Sales, Wholesale customer service, CRM, BU
ASC (After Sales Center), Legal, Coperate PR
External call center agency
External delivery agency
:
Excellent command of Korean and English language
Excellent knowledge of MS-Office applications
High level of analytical skills and problem solving skills
Effective communicator
Demonstrate high level of professionalism
Excellent vendor management
Requisite Education and Experience / Minimum Qualifications:
University degree or adequate education
Ideally 7 years of job experience in service field
Experience working in an international company
At least experience of similar position as consumer/customer contact point (e.g. sales operation, customer service)