Customer Care Representative - US Customer Care

Fossil Group•Richardson, TX

8d•Hybrid

About The Position

Fossil is seeking a Customer Care Representative to join its Customer Care team. The role provides technical and operational support to internal colleagues, external partners, customers, and fellow customer service representatives. It includes processing orders, making system updates, resolving customer issues, and helping ensure smooth order fulfillment. The position follows a hybrid schedule of four days in the office and one day working from home, except during the first two weeks of training.

Requirements

High school diploma.
At least 1 year of customer service or equivalent experience.
Availability to work Monday through Friday, with potential weekend coverage during peak holiday seasons.
Understanding of CRM platforms.
Proficient math skills, including accurately calculating refunds involving percentages and dollar amounts.
Strong technical skills and aptitude for learning new technologies.
Experience with data entry, administrative tasks, and record-keeping.
Strong investigative and problem-solving skills.
Comfort working in a fast-paced environment.
Passion for delivering exceptional customer service.
Strong interpersonal skills and ability to build positive relationships with internal and external stakeholders.
Ability to identify trends, recognize patterns, and report observations.

Responsibilities

Respond promptly and professionally to customer inquiries, resolve complex issues, and deliver exceptional customer service.
Perform high-volume, accurate data entry, system updates, and documentation in CRM and order management platforms.
Process order adjustments and customer refunds, accurately calculating dollar and percentage amounts in accordance with company policies.
Investigate and track lost or delayed repair shipments by coordinating with carriers, warehouse staff, and repair technicians.
Review and manage flagged fraud orders and suspicious account activity to help prevent chargebacks and unauthorized purchases.
Manage customer purchases from initial order entry through fulfillment, ensuring accurate and timely processing.
Troubleshoot technical issues and research root causes to develop sustainable solutions for customers and internal teams.
Collaborate with internal departments and external partners to resolve operational bottlenecks.
Identify patterns and trends in customer inquiries, data discrepancies, and order issues, and recommend process improvements.
Share technical knowledge, assist peers, and maintain accurate operational records.