Enable America Jobs

Ecommerce Customer Service Specialist

Date: Aug 26, 2024

Location: Amsterdam, NL, 1076 CM

Company: Under Armour

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

If you are a current Under Armour teammate, apply to this position on theInternal Career Site Here. (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=ua&_s.crb=aNMP8gWoYkBDFn%252bz2BldysgcgQHZpVs6tHzE9smSuXE%253d)

Purpose of Role

Under Armour is looking for a talented and motivated Customer Service Specialist who will manage the partnership and coordinate our efforts with our external business partners to improve our post-purchase customer experience for our e-commerce and marketplace channels.

As e-commerce customer service expert and second line point of contact, you will create, communicate, and ensure the successful execution of our customer service guidelines. In addition to that, you will support with the resolution of escalated cases to ensure solutions are provided and lead to customer satisfaction. You’ll play a key role in the elevation of our post-purchase customer experience by elevating our policies and procedures, as well as evolving our customer communication strategy.

This position will directly report into the E-commerce Customer Service Manager EMEA.

Your Impact

• Own and closely manage the partnerships with our outsourced customer service providers.

• Act as point of escalation and provide a qualitative and fast second line service.

• Handle and resolve customer issues pertaining to product, process, or service deficiencies escalated by our first line customer service.

• Ensure pro-active communication to our business partners when issues arise to inform our affected customers.

• Coordinate with external partners for key commercial moments including promo periods to ensure capacity scale up/scale down and smooth volume handling.

• Compile and analyze “Voice of the Customer” data that can be delivered back to the appropriate division of the business (merchandising, UX, supply chain..).

• Create and evolve Customer Compensation Framework & Moderation Policies for relevant, qualitative, and empathetic interactions.

• Recognize ways of improving our quality-of-service levels focusing on service availability and customer satisfaction KPIs.

• Actively contribute to the e-Commerce process improvement initiatives to ensure an elevated post-purchase experience and high customer satisfaction.

Qualifications

• 2-3 years of customer service experience

• Must have fluency in English as well as 1-2 European languages, both verbal and written

• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.

• Excellent verbal and written communication skills

• Ability to work efficiently with a digital team in a fast-paced environment, manage multiple priorities and meet deadlines

• Deep understanding of online consumer and purchase behavior. Experience in Sport or Fashion industry is a plus.

• Strong analytical

• Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.

• Excellent organizational skills and attention to detail

• Bachelor's degree

• Proficient in SAP and Salesforce Service Cloud systems

• Proficient in Microsoft Office Programs

Workplace Location

• Location: Amsterdam, Netherlands

• Work life Integration Designation: Hybrid work, a minimum of 2 days in the office

• Travel: <5% of the year

Relocation

• No relocation provided

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Benefits & Perks

• Paid “UA Give Back” Volunteer Days: Work alongside your team to support initiatives in your local community.

• Under Armour Merchandise Discounts

• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being.

• 38 hour working week

• Hybrid work, a minimum of 2 days in the office

• 28 days holiday

• Teammate Resource groups e.g. Green Machine, Sustainability, LGBTQIA+, Women in Leading and Living, Balance for mental health and wellbeing etc.

• Human Performance Institute (Gym) on site

• Local Language course when moving from abroad

Our Commitment to Diversity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.