Customer Service Specialist - eCommerceAmer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc'teryx, Peak Performance, Atomic and Wilson. The Mountain Sport Company, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon's commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports. Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon's heritage, culture, and commitment are tied together by one simple concept: the world's leading mountain people creating the world's leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon's five values, therefore we are committed to creating an inclusive environment for all. Salomon is headquartered in Annecy, France.
Job Description:- ESSENTIAL DUTIES & RESPONSIBILITIESThe duties and responsibilities described below represent the expectations of a senior level Ecomm CS team member. Additional responsibilities will be assigned as the team member develops the knowledge, skills and abilities to execute more complex tasks.
- CUSTOMER SERVICEOwn the order from creation through product delivery to ensure customer satisfaction and drive repeat business.
- Build strong relationships with site managers, project managers, and IT by focusing on customer needs, problem solving, and follow through.
- Effectively communicate order status with customers via telephone, email and chat to provide guidance and resolution to front-line consumer service teams. Respond to escalated Salesforce cases with timeliness and accuracy.
- Create orders in SAP, troubleshoot existing orders, process consumer warranty claims and spare parts requests to ensure customer satisfaction and return business.
- Investigate and resolve orders that are lost/damaged in transit.
- Follow established process and procedure to issue appeasement and return refunds within SLA.RISK MANAGEMENTUtilize Adyen to identify high risk transactions for manual fraud review
- Review high risk transactions to make accept/reject decision and minimize fraudulent purchases
- Complete basic fraud/chargeback analysis and create simple rules in in Adyen
- Investigate and defend chargebacks in Adyen and PayPal.
- SYSTEM MONITORING AND ORDER BOOK MANAGEMENTClosely monitor existing orders in SAP and Magento to ensure timely shipments to the consumer. Investigate all open orders, make cancelation/backorder decisions, and ensure customers are notified of any delays or changes in status.
- Monitor returns and credits to ensure customers are refunded within the SLA.Identify and troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
- Identify and investigate issues on platform, file and follow up on tickets, manage communication between various IT teams and site managers to ensure issues are resolved.
- Complete payment reporting to ensure shipped orders are settled and returned orders are refunded.
REQUIRED EDUCATION & EXPERIENCEHigh School Diploma or equivalent education 1-3 years of customer service experience, optimally in D2C / Ecommerce environmentPHYSICAL DEMANDS & WORKING ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk and listen. The employee is frequently required to sit, stand, and walk. The employee must occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations.
Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
When specific circumstances are met, work from home may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working from the office setting. Amer Sports will not provide needs other than a laptop to work from home (including the internet, monitors, keyboard, mouse, speakers, etc.)
Qualifications:- QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIESThe requirements listed below are representative of the knowledge, skill, and/or ability required.
- Experience using SAP, or similar Point-of-Sale / order management system
- Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
- Experience using Salesforce, or similar CRM tool
- Strong interpersonal skills and ability to empathize with customers in sometimes tense situations
- Self-Driven, able to hold self-accountable to KPIs and Targets
- Ability to adapt to change priorities and business needs, Excellent communication skills and self-confidence to work independently in an array of business areas.
Additional Information:
The E-Commerce Operations Specialist is a customer advocate within the Customer Service team that works to enhance the end consumer experience. The specialist is responsible for the post purchase experience for orders placed on Salomon.com, ensuring the flow of orders through the system and delivery to the customer. The role is responsible for ensuring accurate payments and refunds processed online, while protecting the brand from risky transactions. The specialist will work with internal teams and designated external business partners to ensure that online order processing meets Salomon's standards, support our contact centers with escalated customer complaints, and coordinate with multiple teams to identify and resolve site issues that impact the customer experience.
