About the role
ESSENTIAL DUTIES & RESPONSIBILITIES
The 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 SERVICE
- 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.
RISK MANAGEMENT
- 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.
SYSTEM MONITORING AND ORDER BOOK MANAGEMENT
- 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.
REQUIRED EDUCATION & EXPERIENCE
- High School Diploma or equivalent education
- 1-3 years of customer service experience, optimally in D2C / Ecommerce environment
PHYSICAL DEMANDS & WORKING ENVIRONMENT
The 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.)
