Job Description
We are looking for an energetic, customer-focused, detail-oriented teammate to join our E-commerce Operations team. Our main objectives are two-fold. 1 - Create the most amazing customer experience we can for all our customers from pre-order, to order creation to delivery. 2 - Meet our customer promise for timelines associated with picking, packing, shipping, and delivery of our customer orders.
Your job will be to ensure that our customers are satisfied with Decathlon, our products, our online purchasing experience, and everything in between. You will also be asked to provide advice to our customers on products they may be interested in, process orders, modifications, and escalate customer issues across a number of communication channels simultaneously. You will be on the front line of the Decathlon E-commerce expansion throughout the US.
Our goal is not to just handle customer issues, but instead to drive advocacy with each touchpoint to spread the story of who we are, what we believe in - that everyone should have to participate in sport - and that low price does not mean low quality when it comes to sporting goods.
As a Customer Service Representative / Front line agent, you will:
Maintain a positive, empathetic and professional attitude toward customers at all times, ensuring customer satisfaction
Acknowledge, respond and resolve customer inquiries and tickets
Communicate with customers through various channels (phone, email, social media, chat and more)
Learn more about our products and services and be willing to discover Decathlon at our store levels with experienced staff
Process order forms and applications to complete customer requests
Provide feedback on the efficiency of the customer service process
Analyze data and customer trends to help drive process improvement within the organization
Note that this is a Full-time role, physically based out of our Oakland Warehouse but could have a W@H component part-time, especially during COVID. Once a week you will be asked to travel to our store located in the Potrero Center in San Francisco or the Emeryville Store.
Qualifications
Positive, hands-on attitude with a desire to learn
Great listener, communicator, and a team player
Able to thrive in a fast-paced environment
Excellent analytical and problem-solving skills
Ability to work remote and at our warehouse - especially during Covid19
Ability to work weekends and evenings (Shifts are either 9 am to 5:30 pm or 10:30 am to 7:00 pm - and flexibility of working days are needed. Our greatest need right now is Fri, Sat, Sun, Mon, Tue)
Will to be on camera during At Home conference calls
Effective communication skills
Ability to stay calm when customers are stressed or upset
Experience working with customer support tools
Warehouse experience and online order management a plus
Gorgios / Shopify / Google Suite experience a plus
PREFERRED QUALIFICATIONS
Bachelor’s Degree / Associates Degree
Previous experience working with customer support for a major brand
Previous experience working in retail, as a floor team member
Previous experience working within an e-commerce environment
Previous experience working from home
Additional Information
Healthcare Coverage (full time employees)
Paid Time Off (4 weeks/yr)
Retirement Plan Contribution
Commuter Benefit Options
Generous Employee Discount
Team outings to sport based events, happy hours and potlucks
A learning environment where you can dive deep and make an impact
We recruit sports lovers, we create projects together, and we bring the pleasure of sports all over the world - let’s build your career path together!
POSITION START DATE: MARCH
www.decathlon.com