Trainee - Customer Service Operations [12 months]

Job description

Country: Netherlands
Job Function: Digital

State / Province: Netherlands
Position Type: Graduate

City / Location: Amsterdam
Brand: adidas

Relocation: No

Somewhere, in one of our workshops right now, the future is taking shape. We are constantly working to redefine the way clothing and footwear transforms the pitch, court or course. This is what drives us: the feeling of discovery and the urge to innovate. When we create a product that makes our hearts beat faster, we know we’re onto something.

If this sounds inspiring, you might be one of us: Someone who loves to create the present, as well as shape the future. There’s a reason adidas has been at the forefront of defining sport for more than 60 years: We never stand still. Everyday, we work to improve everything we create.

At adidas, interesting, amazing and inspiring aren’t just ideas. They are what we do every single day.

Want to practice what you have learned at university? Do you want to experience hands-on what your dream job is like? Are you a sports lover who aspires to work in an international environment with responsibilities for own projects? Then a traineeship at adidas will be an opportunity for you to join a truly international business with an environment that is often described as dynamic, innovative, and culturally diverse!

Traineeship at the adidas

The purpose of this traineeship is to provide the trainee with experience of the practical application of theoretical knowledge the traineeship student has already acquired at university and to acquire new skills and knowledge. This traineeship description contains tasks and responsibilities that will be learned step by step and the trainee will be accompanied by adidas employees at all times. adidas International/ Marketing /Trading B.V. will ensure that the trainee is given tasks and responsibilities according to the level of competence of the trainee and any educational objectives for the trainee period. The trainee will sign a trainee agreement, which is not an employment contract.

Purpose & Overall Relevance for the Organization:

In order to serve our customers in the best way possible, our Customer Service (CS) team is looking for help in coordinating the customer service operations.

As part of the CS team, you are passionate about customers; you understand customers’ needs, you know how to manage and exceed their expectations in order to create a wow factor! The purpose of the role is to support striving the operational excellence by being the ambassador of the brand within our contact center and among our customers. You will manage operational Key Performance Indicators for different channels, with a focus on commercial events, communicate with internal and external stakeholders to make sure the customer voice is embedded in business decisions, and analyze & capitalize on main satisfaction and dissatisfaction reasons.

Key Responsibilities:

· Manage CS Key Performance Indicators to increase excellence standards.
· Embed the customer voice in business decision making.
· Manage relationships with the CS team.
· Improving quality service standards by analyzing main satisfaction and dissatisfaction reasons.
· Project participation across multiple business areas.
· Documentation of processes and procedures
· Delivery operational analysis on a weekly and monthly basis

Key Relationships:

· eCommerce Europe – Customer Service
· eCommerce Europe – Merchandising
· eCommerce Europe – Finance
· eCommerce Europe – Order Operations
· eCommerce Europe – Marketing
· eCommerce Europe – CRM

Knowledge, Skills and Abilities :

· Graduated with Bachelor/Master degree within Communication or Knowledge Management within the last two years
· Only applies to EU citizens due to work permit regulations
· Min. 1 year experience in Customer facing roles
· Ability to work in a fast-paced environment with different international cultures.
· Experienced user of Microsoft Office (Salesforce is a plus)
· Fluent in English and preferably French (or German or Dutch), both written and verbal. Additional language is a plus.
· Action Oriented and knows ways to exceed customers’ needs.
· High attention to details and ability to multitask.
· Structured and accurate way of working.
· Strong communication and interpersonal skills.

Start date

1 March 2019

Duration

12 months

Relocation

Please note that relocation is not offered for traineeships

Next recruitment step

WePow pre-recorded video interview