Sales

CONSUMER SERVICES SPECIALIST, SEA&I

Singapore, Singapore

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE, Inc. knows how to sell sneakers. And apparel. And just about everything an athlete could need. The Nike Sales teams are the front line for getting these products into customer hands. Through sustained relationships with wholesale partners around the world — from a specialty store in Rome to a department store in midtown Manhattan — Nike Sales delivers the products, experiences and brand stories that define the brand. Nike’s success begins with the best sales team in the industry, one that deeply appreciates the consumer, the marketplace, and the products.

WHO ARE WE LOOKING FOR?

At Nike, Consumer Services is at the core of the business. We provide and maintain a high quality of services through our partners across the world and deliver a differentiated experience to our consumers worldwide to make sport a daily habit.

In this role, you’ll have to demonstrate knowledge of quality and process improvement techniques in consumers services to manage daily operations for our supported countries across the world. As the market leader for assigned countries, you must have the ability to develop and maintain key relationships with our business partners based across different time zones and geographies. The role also requires practical knowledge and application of managing and responding to high-level escalations and complaints that we receive.

WHAT WILL YOU WORK ON?

• Lead and coach teams - through our business partners based at the Contact Centres - to ensure daily operations are effectively delivering Nike’s commitment to service.
• Collect service metrics data for the markets you lead to identify gaps in training and performance for customer service teams. Continually seek ways to data-mine internal and external quality results, sales, and operations with an effort to improve efficiency, develop individual team members, and improve the overall consumer experience.
• The ability to measure functional success and opportunities. Assist in identifying key drivers of dissatisfaction, neutral responses, and unresolved issues in the markets you lead.
• Provide consistent and actionable analysis to the leadership team around quality issues, concerns, and trends. Offer recommendations and solutions which positively impact the delivery of services to internal and external customers.
• Identify gaps in training for both internal and external teams based on quality results and metrics. Partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.
• Build and maintain documentation on reporting processes and analysis.

WHO WILL YOU WORK WITH?

You’ll be part of our Consumer Services team & will report to the Manager of Consumer Services Operations based in Singapore.
On the daily, you will be working with peers within the Consumer Services team and across the Nike Direct Digital Commerce business. Additionally, you will be supporting our external contact center partners and vendors. People appreciate your ability to place the consumer at the center of your work and to be resolute in finding solutions to their needs.
WHAT YOU BRING TO NIKE

• Educational requirements - Degree/Diploma
• Minimum three years team leader experience, preferably with a contact center in an e-commerce setting though not necessary
• Experience in performing the quality analysis and implementing process changes
• Experience in working with cross-functional partners, both internal and external preferred
• Experience in project management and/or being involved with project teams to deliver business results.
• Good command of English, with proficiency in another language highly desirable to support the markets.
• Proficiency in MS Office (Word, Excel, and PowerPoint)
• Proficiency in Salesforce, Tableau preferred

Note to Recruitment Agencies: NIKE does not accept candidate submissions from recruitment agencies NIKE does not have existing contracts. NIKE will not be responsible for payment of recruitment fees for hiring of candidates whose resumes were submitted to NIKE employees or NIKE offices without NIKE’s prior permission. #LI-KR1

At NIKE, the health and safety of our employees and community is paramount. Even for roles that can be performed remotely, there will be instances where in-person presence is required at the workplace.

An offer of employment is conditional upon submission of proof of Covid-19 vaccination status, for the purpose of planning deployment at the workplace. Successful candidates will also be required to comply with relevant Covid-19 advisories from the government ministries and NIKE at all times

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

How We Hire

At NIKE, Inc. we promise to provide a premium, inclusive, compelling and authentic candidate experience. Delivering on this promise means we allow you to be at your best — and to do that, you need to understand how the hiring process works. Transparency is key. * This overview explains our hiring process for corporate roles. Note there may be different hiring steps involved for non-corporate roles.

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Benefits

Whether it’s transportation or financial health, we continually invest in our employees to help them achieve greatness — inside and outside of work. All who work here should be able to realize their full potential.

Employee Assistance Program
Holidays
Medical Plan
Paid Time Off (PTO)
Product Discounts