People, Person, Apparel, Clothing

Converse Digital Consumer Service Rep

Converse Digital Consumer Service Rep

Shanghai | China

Converse is the story of a sneaker that started on the court and moved to the stage and street. We're a company ready for change and that's who we hire: the most malleable, the most innovative, and the most creative. Our clothes and sneakers have been worn by rebels, rockers, rappers, artists, thinkers, and individuals. So that's why we hire individuals. So we're speaking the same language.

Converse, Converse I, Customer Service
Description


  • OVERALL JOB PURPOSE



    Customer Service for Converse owned online business, develop solid relationship with internal and external accounts while effectively support Digital and Digital BPA strategies.



    II. ESSSENTIAL JOB DUTIES AND RESPONSIBILITIES



    % Time

    40 % 1. O rder management: future orders / Weekly replenishment placement, product information update, allocate and release sales orders in system, support logistic to finish shipment target;

    30% 2. Consumer experience management: including following up escalating consumer cases from customer service venders, quality issue communication and status tracking, over-sold cases tracking, daily service KPI tracking and support / make quick action plan for failure KPI.

    20% 3 . Reporting & analysis: lead and support B2B order tracking report, B2B sales order fulfillment analysis report, support vender to finish weekly CS report and other special report request from the line manager.

    10 % 5. Projecting: participation or lead Converse customer service optimization project.



  • III. CORE COMPETENCIES:

    Optimism

    Successful CONVERSE performers possess and convey a contagious enthusiasm about tomorrow. They see the good n situations and in others.

    Flexibility/Tolerance for Ambiguity

    Successful CONVERSE performers work well in a fluid environment. They are adaptable and patient, with a balanced personality that allows them to adjust as situations change. They are open to new ideas and new ways of doing things. They flex with change and tolerate ambiguity.

    Problem Solving &Decision Making: Judgment

    Successful CONVERSE performers make decision that reflect sound judgement. They use creative problem-solving methods to analyze problems, generate options, and decide on a course of action that moves the organization toward its goals.

    Results Orientation

    Successful CONVERSE performers are achievement - motivated - they want to win and the win itself is the reward. They focus persistently on outcomes - thy establish goals, monitor progress toward them, and ultimately achieve them. They feel a sense of urgency to reach their goals on time, if not before.

    Customer knowledge

    Successful CONVERSE performers are skilled at building and maintaining business units. They can start a business from scratch, and design roles, structures, and processes to achieve goals. They are creative and future-oriented, and always watch for opportunities to expand products and business at large.

    Resource Efficiency / Multi-Tasking

    Successful CONVERSE performers are amazingly efficient and productive. They recognize the financial value of CONVERSE resources and are skilled at allocating them for optimum profitability. They are organized to make the best use of time, effectively handling a number of competing priorities. They move with agility from one task to another.

    IV. ESSENTIAL JOB QUALIFICATIONS



    • Education/Work experience: Bachelor's degree or above.


    • Knowledge: Good understanding of Customer Service policies and Consumer Experience, especially of digital business


    • Skills/Abilities:

    Mental

  • Competency in speaking, writing, and reading English and Chinese.

  • Must posses excellent listening and communication skills.

  • Have strong sense in consumer experience.

  • Ability to manage multiple priorities at the same time

  • Proficiency in Microsoft Excel, Word, PPT and outlook.

  • Interpersonal

  • Ability to negotiate, persuade and influence in critical situations to obtain consensus with internal and external customers.

  • Hard working, Patient, Precise, Target-Oriented.

  • V. LEARNING OPPORTUNITIES


    • Increase awareness of customer/consumer expectations to attain competitive advantage

    • Develop and use planning tools to execute and support product flow

    • Participate in the strategic direction of digital business

    • Effective communication methods


    Converse is more than a company; it's a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we're different.

    Job ID 12709

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