Consumer Services Support Lead

Beaverton Oregon
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 6 days ago
Job Description
Become a Part of the NIKE, Inc. Team
NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.
Nike, Inc. knows how to sell sneakers. And apparel. And just about everything an athlete could need. The Nike Sales teams are the front line for getting these products into customer hands. Through sustained relationships with wholesale partners around the world — from a specialty store in Rome to a department store in midtown Manhattan — Nike Sales delivers the products, experiences and brand stories that define the brand. Nike’s success begins with the best sales team in the industry, one that deeply appreciates the consumer, the marketplace, and the products.
DescriptionAs a Lead for Nike Consumer Services Apps & Devices team you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer related issues with the end goal being a win-win resolution. You will respond efficiently, accurately, and professionally to a variety of Nike consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting NIKE integrity and sound business practices. As part of an experienced team, you will also be a main floor resource and a primary resource for Nike’s Digital Commerce and Social Media teams. You will be asked to communicate effectively, apply judgement, decision making, and knowledge of job and business to teammates and other internal Nike contacts. Be an expert resource in training/coaching on all systems. Share best practices and serve as a mentor to team members to support training and development of individuals. Continuously seek to reduce the overall turn time for issue resolution to ensure a premium experience for Nike consumers. Assist in providing employee performance feedback/response call coaching to team and management. Become trained in other areas of the department and provide cross-functional support as required. Responsible for proper utilization of phone and computer systerms and following established department policy and procedures. Act as a liaison between business unit/brand and the consumer services team, seeking out relevant information to bring back to the team. Proactively provide relevant information to teammates to enhance customer service. Responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. Partner with management, Business Analysts, Systems Analysts and Production Support to continually seek business process improvements through the use of technology, new procedures and criteria review. Communicate, recommend, & implement solutions. Complete special projects as needed. Qualifications
Previous retail and/or customer service experience preferred. Must be tactful, with a strong team environment and customer service orientation. Experience resolving escalated customer service issues is also valuable.
Experience using and/or knowledge of all Nike Apps is also beneficial.
Strong problem solving/resolution oriented skills. Superior decision making skills - the ability to quickly understand and analyze new information and situations.
Strong multi-tasking and organizational skills.
Must demonstrate initiative and  the ability to work independently within a diverse team environment.
Effective oral communication skills and extensive written communication skills.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Job ID 00421168