Administrator IT Systems Jakob

E-Commerce

Customer Service Supervisor

Herzogenaurach, Germany

At PUMA, we are in constant pursuit of faster. That extends beyond our support of the fastest athletes in the world. We also work to be fast in how we adapt to and connect with the constantly changing world around us. Through innovative design, iconic footwear and apparel, and authentic partnerships, we aim to always push what’s next in both sport and culture.

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.

Your Mission

  • Work with 3rd party customer service providers to ensure an efficient and high-quality service to all PUMA customer
  • Handle 2nd level customer inquiries and escalations with superior communication skills. Liaise with internal and external parties to find satisfactory solutions
  • Proactively review existing procedures and implement new processes. Identify inefficiencies and develop and execute measures to improve the performance
  • Coordinate tasks and activities with external resources. Instruct as appropriate
  • Monitor the quality of customer communication and provide training material
  • Evaluate the performance of 3rd party customer service providers as well as individual staff members against defined goals and requirements
  • Review and create communication templates and manage the translation to different languages
  • Manage the structured documentation of all processes and templates and ensure an easy access to all staff members
  • Provide forecasts to internal and external parties for effective resource planning
  • Create and run regular reports to measure customer service performance and find potential room for improvement

Your Talent

  • Bachelor’s degree or equivalent experience in Business Administration, Communications or similar field
  • 2+ years of relevant working experience in Customer Service, eCommerce, Retail or related areas
  • Strong written and verbal communication skills
  • Experience in coordinating and monitoring internal and external service providers
  • Ability to effectively prioritize various tasks in a fast-paced environment
  • Drive for efficiency while keeping quality standards
  • Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments
  • Fluent in German and English. Fluency in French is a plus

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. Simply click APPLY ONLINE and follow the steps to upload your application.

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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