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Ecommerce Customer Service and Operations Specialist
Nike
Hilversum, , Netherlands
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Converse – Ecommerce Customer Service and Operations Specialist
Description
Converse is the story of a sneaker that started on the court and moved to the stage and street. We’re a company ready for change and that’s who we hire: the most malleable, the most innovative, and the most creative. Our clothes and sneakers have been worn by rebels, rockers, rappers, artists, thinkers, and individuals. So that’s why we hire individuals. So we’re speaking the same language.
Put Some Soul Back In Sold Out.
We’re growing and you can grow with us. More stores and more people means we need more people like you. People equipped with ‘bigger picture’ vision. Who see it all as more than product and turnover and profit but as selling real people real things that we made because we thought they’d feel more themselves wearing it. If you’re in that category, you may need to give us a try.
The Ecommerce Customer Service and Operations Specialist will be responsible for improving the quality of our customer services and order fulfillment. Reporting into the Ecommerce Operations Manager, you will work closely with the external service provider that operates the customer contact and eCommerce fulfillment centers. In this role you will be responsible for ensuring brand-right, premium services that will lead to our consumers’ satisfaction.
Key Responsibilities
Customer Services
• Customer Satisfaction
◦ Implement a Customer Satisfaction program that will measure the satisfaction of the service provided to our consumers (NPS) and identifies opportunities for service improvements
◦ Developing quality metrics are key and should align with the Customer Satisfaction program Process Improvements
◦ Analyze top contact drivers and identify opportunities to increase the consumer experience and first contact resolution rates.
◦ Collaborate with Customer Service team on continuous process improvements
◦ Identify improvements on consumer-facing communications like FAQ’s, IVR and email templates used by Customer Service agents.
• Training and Education
◦ Deliver Converse brand, product and operational information to keep Customer Service team up-to-date on all relevant developments
◦ Plan, develop and implement the learning curriculum and training content to elevate the performance of Customer Service agents
• Call Center Operations
◦ Be the first escalation line for team managers in the Customer Service team
◦ Support copy writers in keeping customer contact center tools updated with current product and process information;
◦ Support day-to-day operations and guide team managers through problem solving and issue resolution.
Ecommerce Operations
• Performance Management
◦ Gather performance data and provide consistent feedback to Converse and 3rd party vendor management
◦ Perform formal weekly, monthly and quarterly performance reviews with the vendor.
• Project and Change Management
◦ Support / own and drive key initiatives that ensure our position of leadership, growth and development.
Qualifications
The ideal candidate will have sound experience in customer services for an e-commerce player or in the customer contact center industry, a basic understanding of e-commerce fulfillment, a customer-centric mindset plus strong communication and project management skills.
• Bachelor/Master Degree in Economics, Supply Chain, Business Communications or likewise.
• Minimum of 3 years work experience in the customer/consumer services industry or (preferably) with a premium, international eCommerce brand
• Detailed knowledge of customer contact center processes and tools is a must
• Sound understanding of warehousing and fulfillment processes is a plus
• Proven ability to effectively manage a 3rd party service provider, including vendor performance monitoring
• Excellent oral and written communication skills including meeting facilitation
• Cross-functional project management skills, self-starter and accustomed to leading projects with little supervision
• Ability to produce on-time quality deliverables in a deadline-driven environment while balancing multiple priorities.
• Demonstrated problem-solving and analytical skills and attention to detail
• Ability to produce on-time quality deliverables in a deadline-driven environment while balancing multiple priorities.
• Ability to work 1 or 2 days per week on-site at the customer contact center in Germany