At a Glance

We go above and beyond for our customers – this is why our customer service is called the happiness deliverer. With a constantly growing fanbase all around the globe, we want to make a difference in the interaction with every single one of our customers. This is why we are looking for a customer-centric mind team focused on happiness deliverers taking care of the Chinese markets. Your ultimate goal is to develop your team and the current process set up to deliver excellent service and create this premium feel, this little extra, this WOW Moment, that means the world to our customers.

Your Team

Happiness is the only thing that multiplies when you share. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and happiness is part of their DNA. If you want to take every opportunity to WOW our customer, our team, and On - we would be happy to write future stories together.

This position is located in Shanghai, China.

Your Mission

• Translate the company strategy into day-to-day operations for DTC’s channels including Tmall, Douyin, and WeChat mini program customer service
• Process orders/exchanges/returns/warranty claims in Dynamics 365 and respond to all inquiries within 24 hours
• Serve as the contact for warranty-related questions and provide expert guidance on claim processing
• Daily support on warranty-related topics, including time spent performing quality assurance reviews on completed claims and looking for trends in warranty issues
• Close collaboration with cross-functional (e.g. customer service B2B, customer experience) to identify targeted solutions for steadily occurring problems within customer interaction processes
• Manage the day-to-day business together with your team by creating a synergetic work structure for everyday challenges - including processes, external communication or IT infrastructure
• Lead and participate in special projects as needed to improve team function and increase our wow factor

Your Story

• 5+ years of experience as a team leader in a customer-oriented position, especially for DTC online channels
• Experience in working on future-oriented cross-functional project
• Profound knowledge of the sporting goods industry
• You are a communication professional and at ease with speaking in English and Mandarin (business fluency required)
• Profound knowledge of CRM tools & Excel (preferably Dynamics 365)