Ecomm Consumer Experience Specialist

Job Locations US-UT-Ogden
Job Post Information* : Posted Date 3 weeks ago(8/31/2021 2:52 PM)
ID
2021-2579
# of Openings
1
Category
Customer Service

Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Armada, Arc’teryx, ENVE, and Suunto. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us.

 

The E-Commerce Consumer Experience Specialist is a customer advocate within the Customer Experience team that works to enhance the end consumer experience, while protecting the interests of Amer Sports. Daily, the Specialist will work to strengthen relationships with consumers that contact Amer Sports via their online sales channels. This work will include order placement, warranty, and returns; e-commerce fraud monitoring, inventory and substitution strategies, and streamlining the order to receipt procedures by working with internal teams and designated external business partners.

What You'll Do

CUSTOMER SERVICE

  • Support front-line consumer service teams in resolving escalated service issues over phones, Teams chat and Salesforce.
  • Assist in reprocessing or refunding orders that were lost or damaged in transit
  • Process consumer warranty claims and spare parts requests in SAP and Salesforce to ensure satisfaction and return business.
  • Work cross functionally with consumer service team, site managers, IT, inventory planners, and warehouse to identify and close gaps in the consumer experience

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
  • Review and defend against all fraud and non-fraud chargebacks
  • Review and evaluate existing rules in Adyen for continual improvement of risk profiles.

SYSTEM MONITORING AND ORDER BOOK MANAGEMENT

  • Closely monitor existing orders in SAP and Magento to ensure timely shipments to the consumer
  • Monitor returns and credits to ensure customers are refunded within the SLA
  • Identify and troubleshoot orders stuck in processing, investigate all open orders, make cancelation/backorder determination and ensure customers are notified
  • Coordinate with DC, planners and Ecomm teams to resolve any inventory discrepancies
  • Monitor reports for failed payments and refunds, reprocess failed payments across multiple payment methods
  • Create ad-hoc reports for site managers
  • Become a platform expert, know everything that happens after the customer clicks the Buy button.

What We're Looking For

REQUIRED EDUCATION & EXPERIENCE

  • High school diploma required. Bachelor’s degree preferred.
  • Two years related experience in a customer service environment

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

  • Strong problem-solving skills
  • Ability to adapt to ever-changing environment.
  • Proficient in Microsoft office suite (emphasis on Excel)
  • Ability to multitask across several MRP systems
  • Possess strong conflict resolution skills
  • Experience with Salesforce or related CRM, preferred
  • Experience with SAP
  • Experience with Adyen, CyberSource or similar risk management system

 

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 accommodations 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 hear.  The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift 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 accommodations 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 but not limited to: internet, monitors, keyboard, mouse, speakers, etc.) Due to the nature of our ecommerce business, this role will require some limited weekend and holiday shifts throughout our peak season (approximately November – March).

 

What We'll Provide

This role is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski spots and other outdoor recreation.  We offer a great work environment with talented & passionate colleagues all over the world!  Other benefits and perks include:

  • Medical, dental and vision
  • 401k with company match
  • Life insurance, pre-tax transit benefit program
  • Discounts on Amer Sports products
  • Smart casual dress
  • Free gym membership and ski pass
  • Summer hours

 

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

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