Specialist, B2C Operations

adidas; Taguig; Hybrid; PHP 420,000 - 640,000; Full time

Job summary

adidas is seeking a capable Operations professional in the Philippines to manage daily B2C order fulfillment across digital channels, coordinating with warehouses and logistics partners to ensure on-time delivery. You will support customer service escalations and work with eCommerce, Finance, and SCM teams during peak periods and campaigns.

The role emphasizes reporting, KPI tracking, and identifying risks with corrective actions, ensuring smooth order processing and strong customer experience

Qualifications

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Industrial Engineering, or related field.
• Experience managing online order fulfillment processes and coordination with warehouses and logistics partners; familiarity with marketplace and eCom operations.
• High proficiency in Excel.
• Comfortable with email communications.
• Experience with ERP, OMS, WMS, or reporting systems is an advantage.

Responsibilities

• Daily B2C Operations Management: Monitor order flow and fulfillment performance across all digital channels; coordinate with Maersk DC Operations on order processing, shipment status, backlog management, and exception handling; track daily service level performance and ensure timely fulfillment of customer orders; manage urgent order escalations and operational issues affecting customer experience.
• Customer & Stakeholder Coordination: Work closely with Customer Service on escalations, cancellations, returns, and customer-impacting issues; coordinate with eCommerce, Finance, and SCM stakeholders on operational requirements and issue resolution; support sale events, campaign launches, and peak trading periods; Reporting & Analysis: Prepare daily and weekly operational performance reports; monitor KPIs such as order volume, backlog, fulfillment lead time, cancellation rates, and service levels; identify operational risks and recommend corrective actions.

Skills

Order fulfillment

Excel

Email communication

ERP/OMS/WMS

Education

Bachelor's degree in SCM/Logistics/Business Admin/Industrial Engineering

Tools

Excel

ERP/OMS/WMS

Job description

Qualification Requirements

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Industrial Engineering, or related field

• Experience managing online order fulfillment processes and coordination with warehouses and logistics partners. Familiarity with marketplace and eCom operations (e.g., Lazada, Shopee, Zalora, TikTok Shop).

• High proficiency in Excel

• Comfortable with email communications

• Experience working with ERP, OMS, WMS, or reporting systems is an advantage

Key Responsibilities

1. Daily B2C Operations Management

• Monitor order flow and fulfillment performance across all digital channels

• Coordinate with Maersk DC Operations on order processing, shipment status, backlog management, and exception handling

• Track daily service level performance and ensure timely fulfillment of customer orders

• Manage urgent order escalations and operational issues affecting customer experience

1. Customer & Stakeholder Coordination

• Work closely with Customer Service on escalations, cancellations, returns, and customer-impacting issues

• Coordinate with eCommerce, Finance, and SCM stakeholders on operational requirements and issue resolution

• Support sale events, campaign launches, and peak trading periods

• Reporting & Analysis

• Prepare daily and weekly operational performance reports

• Monitor key KPIs such as order volume, backlog, fulfillment lead time, cancellation rates, and service levels

• Identify operational risks and recommend corrective actions