Retail Store I Retail Corporate I Sales I E-commerce Team

E-COMMERCE

ASSISTANT MANAGER, ECOMMERCE OPERATIONS

Shanghai, China

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome. Simply click APPLY ONLINE and follow the steps to upload your application.

Your Mission

  • Set up and keep optimizing the customer service operation SOP (standard of process)

  • Develop and implement the customer service scripts on daily and promotion basis with supports from TP customer service team

  • Study the regulation and rules on all marketplaces and work with TP and internal IT and warehouse/logistic team to track the status from order processing, delivery, return & exchange, payment & refunds to identify service risks

  • Manage the handling process of the consumer complains on all stores

  • Monitor and analyze all customer service related performance index and data across all stores to provide improvement suggestion and action plan

  • Further develop the customer service performance and monitoring matrix

  • Deliver requested customer service related reports according

  • Work with line manager and store operation team to achieve the customer service targets, improve the service level (including inquiry conversion, aftersales service, automation tool, representative capability training and inquiry quality control, etc.) across all stores (TMALL, JD, Owned Website, WeChat Store and other new stores

  • Work with warehouse and logistic team to elevate the service performance index and shorten the service duration

  • On request, work with Operation Manger and IT team (internal and TP) to develop system customization projects to improve customer service efficiency

Your Talent

  • Bachelor degree in Ecommerce / Business preferred with good business acumen

  • More than 4-year experience of E-commerce customer service management, including back-end and CS team management; IT knowledge will be a plus;

  • Workable Written English

  • Working Knowledge of MS office programs (Word, PPT, Excel)

  • TP working experience will be a plus

  • Strong interpersonal/influencing skills

  • Details Driven

  • Able to work under high pressure and be flexible in working extended hours

  • A good team player

  • Experience managing vendor relationships

  • Detail-oriented and focused on quality control and execution efficiency            

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.

PUMA supports over 14,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

PUMA Wellbeing at China

Athlete

  • Annual health check
  • Company sports
  • Free gym
  • On-site fitness classes

Social

  • Company events 
  • Community engagement
  • Festival gifts
  • Office snacks and drinks

Flex

  • Flex time
  • Happy Friday
  • Special occasion leave policy
  • Work from home

Finance

  • Commercial insurance plan
  • Employee discount
  • Special sales
  • Travel insurance

China

Enter one of PUMA's top three markets in Shanghai, Beijing and Guangzhou, and become a valuable team member to help us leave a positive impact.

Speed up in China
PUMA China
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E-Commerce GENIUSES

Get together with expert content managers, platform developers, project managers, marketing and operations professionals to achieve one goal: keep PUMA charged with the same energy online as it is offline.

Meet the Team