Consumer Services Support Lead

Beaverton Oregon
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 8 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.
DescriptionWorking in Nike's Direct to Consumer business will be rewarding, it will be challenging, and it will most definitely not be just another job. You'll be an ambassador of the Nike brand -- everything we stand for: drive, determination, the unyielding commitment to excellence, these all will be a part of your everyday experience. We're committed to making every consumer's experience a rewarding one, and as a member of our Digital Commerce Consumer Services team, your contributions will be a big part of our success.As a Service Support Lead for Nike Consumer Services 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. This role calls for a tactful approach and requires the ability to perform well within a team environment with a excellent customer service orientation. As part of an experienced team, you will a resource for your peers and have an “always available” mindset for consumer contacts. You will be asked to communicate effectively, apply judgment, decision making, and knowledge of our business to key partners. You will be looked to as an expert resource for training and coaching on all systems. You will share best practices and serve as a mentor to team members to support training and development of team members. You will be expected to reduce the overall turn time for issue resolution to ensure a premium experience for Nike consumers. You’ll also assist in providing employee performance feedback to team and management. You'll become trained in other areas of the department and provide cross-functional support as required. You'll be responsible for proper utilization of phone and computer systems while following established department policy and procedures.In this role, you'll act as a liaison between business partners and the consumer services team. You’ll be asked to seek out relevant information to bring back to your peers and management team. You will be responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. In addition, you'll partner with management, Business Analysts, Systems Analysts and IT to continually seek business process improvements. Finally, you'll complete special projects as needed.Qualifications•Bachelor's degree in Business or related field required•2 years' related work experience in lieu of a degree •Minimum 3 years' experience in Customer Service, Retail and/or Sales, including 1 year of experience in a lead or supervisory role •Excellent Customer Service skills are critical, including experience with escalated customer service issues. •Experience providing Customer Service via multiple methods (phone, e-mail, live chat, face-to-face, postal mail, etc.) desired •Excellent problem solving/resolution skills. •Exceptional decision making skills, including the ability to quickly understand and analyze new information and situations. •Excellent 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. •Experience with Right Now web tool a plus. •Retail and/or e-commerce experience preferred. 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 00437816