Digital Ops & Customer Support Specialist

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 7 days ago

Digital Operations & Customer Support Specialist Department:Marketing, Digital Location: Louisville, CO (HQ) Introduction to careers at PEARL iZUMi: At PEARL iZUMi, we all play an integral role in our mission to “Unlock the Power of Inspiration and Impact” in a supportive, fast-paced and productive work environment. This is why we exist, and all team members contribute in tangible and sometimes profound ways. If you see value in “unlocking” this potential, then PEARL iZUMi could be the place for you. We are looking for passionate like-minded people who are fueled by an innate desire to work in an environment focused on team success. Whether your role is to create, to sell, or to support, careers at PEARL iZUMi give you an opportunity to make a difference. We are also laser-focused on finding the right people who share our core values – Trust, Craft, Empathy, Impact, and Plus 1. Check out our website to see how PEARL iZUMi defines and captures these critical internal values. To be clear, we evaluate all candidates on their demonstrated commitment to these values. Overview of role: The Digital Operations & Customer Support Specialist will support the growth of PEARL iZUMi by delivering outstanding customer service support to online customers and support the digital business by maintaining a consistent product experience on PEARLiZUMi.com. The Digital Operations & Customer Support Specialist primary responsibilities include the day-to-day management of all customer service inquiries via phone, email and chat plus ownership of product data accuracy and upload on PEARLiZUMi.com. We firmly believe that to provide all PEARL iZUMi consumers with a digital experience that exceeds their expectations, we need to be in contact with our consumer base. For this position to optimize the consumer experience, it is combined with customer service for real-time feedback regarding on-site content and user experience. The Digital Operations & Customer Support Specialist will act as the first line of communication between PEARL iZUMi and its online consumers, solving online order issues, checking warranty statuses, providing product information, etc. via telephone and email. Essential Duties/Responsibilities: This position will drive continuous improvement and excellence in all aspects of our web presence, customer service and support our global B2C and digital strategy. Among the duties this person will perform are the following: Data Management and Web Operations [35%]
⏵ Manage and maintain internet content:
⏵ Product catalog, season changes, product inventory/availability, information about product and fabrics, assist in developing miscellaneous programs, and content that support sales goals for North American e-com and International brand
⏵ Execute seasonal product launches
⏵ Maintain the brand data in enterprise’s GPCM
⏵ Aid in UAT testing for website production releases
⏵ Roll up sleeves and assist with daily web operations Customer Service [65%]
⏵ Assist with orders, errors, product and policy questions, cancellations, and other inquiries
⏵ Respond to and resolve any customer issues with the greatest concern for maintaining a “customer for life”
⏵ Review internet orders, ensure accurate and timely merchandise delivery to customers, ensure internet returns are processed quickly
⏵ Proactively troubleshoot internet sales issues
⏵ Extract and present meaningful, relevant customer service data to assist in strategic and tactical decision making
⏵ Assist with the management of the Pro Purchase Program
⏵ Ownership of product review reporting and learnings
⏵ Ownership of returns reason reporting and learnings Job Qualifications:
⏵ Bachelor’s degree required
⏵ 2+ years customer service experience, preferably in the outdoor industry
⏵ 1+ years web/eCommerce experience
⏵ Ability to prioritize and manage multiple projects while meeting deadlines and tracking tasks
⏵ Ability to learn programs, platforms, and systems quickly and independently
⏵ Ability to make decisions in high pressure situations
⏵ Microsoft Office, with strong skills in Excel
⏵ Attention to detail
⏵ Outstanding oral and written communication skills
⏵ Must be willing to collaborate and share ideas within the team
⏵ Thorough understanding of internet operations
⏵ Experience with Google Analytics
⏵ A passion for serving customers, both internal and external
⏵ Cycling/outdoors enthusiast
⏵ Must be willing to travel (1-2 trips annually) Preferred Qualifications (not required)
⏵ Experience with SAP Hybris e-commerce back offices
⏵ Experience with JDE/AS400 sales platform
⏵ Experience in the outdoor and/or bike industry
⏵ Aptitude to talk about outdoor hard and soft goods at a technical level
⏵ SEO and SEM a plus, but not necessary
⏵ Knowledge of basic HTML and Photoshop
⏵ Fluency in one of our website supported languages NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. The successful candidate will be expected to perform all functions from administrative processing to leading change initiatives.