Customer Service Specialist - eCommerce

Salomon•Ogden, UT

1d•Hybrid

About The Position

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.

Requirements

High School Diploma or equivalent education
1-3 years of customer service experience, optimally in D2C / Ecommerce environment
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.

Responsibilities

Own 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.
Utilize 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.
Closely 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.