Ecommerce Technical Support Specialist

VF Corporation

7d•$17 - $22

About The Position

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity. So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com. What will you do? Ecommerce Technical Support Specialist As part of the VF AMER Ecommerce Customer Service team, this position leads User Acceptance Testing activities by developing test scripts, executing test cycles, and communicating results on behalf of the organization. It functions as a key liaison between Digital Technology and Customer Service during technology launches, identifying and tracking system defects, sharing new functionality, and ensuring clear communication throughout implementation. The position also monitors and resolves ecommerce failed orders across multiple systems and proactively reports system anomalies as they arise. Let’s break down that day-in-the-life a bit more. Triages production support issues for Ecommerce Customer Service, by gathering detailed information, triaging and troubleshooting production issues in collaboration with Support and Digital Technology teams. Responsible for user acceptance testing - Facilitates, creates test scripts, executes by coordinating schedules, gathering feedback, performing basic test analysis, and communicating outcomes. Supports Hypercare of newly launched technology projects by acting as a bridge between Customer Service and Technology teams by identifying and tracking bugs in system for Ecommerce Customer Service. Assists in communicating and documenting new system functionality or enhancements to users, ensuring clarity and adoption. Supports project teams with data conversions, audits, and data analytics as needed. Identifies and root causes various failed order points to ensure order flows supporting SLA order management. Provides reports for the end-user to research shipping delays, missing orders to optimize consumer experience. (Overdue Items Report [OIR], Stuck Orders Report, Open Orders Report, Payment Failure Report) Accountable for SAP order management for eCom orders to resolve incompletes, IDOC failures, and inventory segments to ensure order flows to DC within SLAs for all brands on SAP S/4. Facilitate custom shoe order progression (order/shipment exception reports, etc.). Additional tasks include forwarding custom image approval requests to the Brand, communicating with factory to update custom order address and item changes per consumer requests, and processing custom returns/cancellations. Identifies, reports, and follows through to resolution system performance anomalies. Responsible for tracking and reporting on trends with the goal of improving system performance and customer experience. Supports other departments/teams by assisting in the completion of back-end tasks as needed. undefined What do you need to succeed? We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 3+ years of experience and professional achievements.

Requirements

High school diploma or equivalent education; Associate degree preferred.
Preferred in-depth knowledge of Ecommerce Customer Service systems such as Salesforce, Sterling and SAP
Strong analytical and problem-solving skills with a focus on developing effective, actionable solutions
Demonstrated proactive ability to trouble shoot complex issues
Must be able to manage multiple projects in a dynamic, fast paced environment
Highly organized with strong time-management skills and the ability to balance competing priorities
Able to manage workload autonomously while ensuring timely and accurate delivery of results.
3+ years of experience and professional achievements

Responsibilities

Triages production support issues for Ecommerce Customer Service, by gathering detailed information, triaging and troubleshooting production issues in collaboration with Support and Digital Technology teams.
Responsible for user acceptance testing - Facilitates, creates test scripts, executes by coordinating schedules, gathering feedback, performing basic test analysis, and communicating outcomes.
Supports Hypercare of newly launched technology projects by acting as a bridge between Customer Service and Technology teams by identifying and tracking bugs in system for Ecommerce Customer Service.
Assists in communicating and documenting new system functionality or enhancements to users, ensuring clarity and adoption.
Supports project teams with data conversions, audits, and data analytics as needed.
Identifies and root causes various failed order points to ensure order flows supporting SLA order management.
Provides reports for the end-user to research shipping delays, missing orders to optimize consumer experience. (Overdue Items Report [OIR], Stuck Orders Report, Open Orders Report, Payment Failure Report)
Accountable for SAP order management for eCom orders to resolve incompletes, IDOC failures, and inventory segments to ensure order flows to DC within SLAs for all brands on SAP S/4.
Facilitate custom shoe order progression (order/shipment exception reports, etc.). Additional tasks include forwarding custom image approval requests to the Brand, communicating with factory to update custom order address and item changes per consumer requests, and processing custom returns/cancellations.
Identifies, reports, and follows through to resolution system performance anomalies.
Responsible for tracking and reporting on trends with the goal of improving system performance and customer experience.
Supports other departments/teams by assisting in the completion of back-end tasks as needed.