At a Glance
- Tasks: Support customer relations by processing refunds, cancellations, and chargeback activities.
- Company: Join Deckers Brands, a diverse and inclusive workplace with a strong community focus.
- Benefits: Enjoy 27 days holiday, flexible working, discounts, and personal development opportunities.
- Other info: Embrace a culture of inclusivity and collaboration in a dynamic environment.
- Why this job: Make a real impact while working with iconic brands like HOKA, UGG, and Teva.
- Qualifications: Customer service experience and proficiency in Microsoft applications preferred.
The predicted salary is between 20790 - 25410 £ per year.
At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.
The Role: As the eCommerce Operations Representative, you will support the Consumer Relations team with customer escalations across our 3 Brands: HOKA, UGG and Teva. You will assist with processing manual refunds and creating site credits, while ensuring all are handled within the Service Level Agreement (SLA) timeframes. You will also process order cancellations requested by the warehouses and create dispute documents in order to defend chargebacks.
Your Impact:
- Process manual refunds when required; set up site credits and process order cancellations requested by the warehouses
- Monitor in-house systems and process entries accordingly, such as orders held for correction, escalate awaiting returns and cancelling orders
- Raise invoices to collect outstanding payments from customers where the charge has failed
- Support with chargeback activities and PayPal disputes
COME AS YOU ARE: We celebrate diversity—of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.
Who You Are:
- COME AS YOU ARE: You will champion inclusivity and openness to be your authentic self.
- BETTER TOGETHER: You are a natural collaborator, inspiring others to foster a sense of belonging.
- COMMIT TO CREATE: You are curious and open to innovation and bringing new ideas.
- OWN IT: You are motivated by delivering results and support others to do the same.
- DO GOOD AND DO GREAT: You inspire to do greater things, to create opportunities to better the business and our world for the future.
We would Love to Hear from People with:
- Experience in customer service, logistics or fraud is welcome
- Proficient in Microsoft applications, particularly in Excel & PowerPoint
- Fluency in additional European languages is a plus, but not essential for this role
What We Will Give You:
- 27 Days Holidays + Bank Holidays & some time away from work – on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
- Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
- Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme.
- Hybrid & Flexible Working Environment
eCommerce Operations Representative (6 Month FTC) in London employer: Deckers Brands
HOKA is an exceptional employer that fosters a dynamic and inclusive work culture, offering competitive pay, generous holiday allowances, and flexible working arrangements. As a Marketing Associate in the EMEA region, you'll benefit from growth opportunities such as a Global Mentorship Programme, while collaborating with diverse teams to drive impactful marketing campaigns. Join us to be part of a forward-thinking company that values your contributions and supports your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land eCommerce Operations Representative (6 Month FTC) in London
✨Get to Know the E-commerce Scene
Dive into online communities where e-commerce enthusiasts hang out, like e-commerce Facebook groups or Reddit forums. You'll get the scoop on job openings and trends that are crucial for landing temporary roles.
✨Attend E-commerce Events and Job Fairs
Keep an eye out for local e-commerce networking events and job fairs. These are golden opportunities to meet hiring managers in person, and you can really showcase your enthusiasm and skills face-to-face.
✨Leverage Seasonal Opportunities
With temporary roles, there's a lot of seasonal hiring in e-commerce, especially around Black Friday and Christmas. Make sure you're applying during these peak times and check if Deckers Brands is gearing up for the holiday rush.
✨Get Your Hands Dirty on Platforms
Familiarise yourself with popular e-commerce platforms like Shopify or WooCommerce and maybe even create a little project of your own. Showing practical knowledge will impress potential employers like Deckers Brands and demonstrate your commitment to the field.
We think you need these skills to ace eCommerce Operations Representative (6 Month FTC) in London
Some tips for your application 🫡
Show Off Your E-commerce Savvy:For a role in e-commerce like eCommerce Operations Representative (6 Month FTC) at Deckers Brands, really highlight any experience you have with online retail platforms. Have you worked with Shopify, WooCommerce, or Amazon? Mention these specifics in your CV to show you understand the landscape and the tools of the trade.
Data Skills are a Winner:E-commerce thrives on data. If you've got experience analysing customer behaviour or tracking sales metrics, make sure to weave that into your application. Include any relevant certifications or courses that show your skills in data analysis – this could set you apart!
Catch Their Attention in Your Cover Letter:Since this is a temporary role, your motivation is key. Use your cover letter to convey your enthusiasm for the e-commerce industry and your eagerness to contribute quickly. Let them know how you can hit the ground running – they’ll appreciate your proactiveness!
Keep it Concise and Relevant:Temporary positions often move fast, so keep your CV and cover letter clear and to the point. Focus on the experiences that most directly relate to eCommerce Operations Representative (6 Month FTC) at Deckers Brands. A tight, well-structured application shows you value their time and makes a good impression right off the bat!
How to prepare for a job interview at Deckers Brands
✨Show Off Your E-Commerce Know-How
Don't just tell them you're familiar with e-commerce; bring concrete examples! Talk about specific platforms like Shopify or WooCommerce that you've used, or any success stories from past projects. They'll love hearing about how you've navigated challenges or optimised sales strategies.
✨Be Ready for Real-Time Problem Solving
Expect questions that put you in the hot seat regarding customer experience scenarios or inventory management. They might ask you how you would handle a sudden stock shortage or a spike in demand. Practice thinking on your feet so you can show off your problem-solving chops!
✨Demonstrate Your Flexibility and Adaptability
Since this is a temporary role, it's all about being quick on the uptake. Highlight experiences where you've had to learn on the job or adapt to new systems quickly. They’ll want to see that you can hit the ground running without needing too much hand-holding.
✨Keep Your Digital Toolkit Sharp
Familiarise yourself with the latest e-commerce tools and trends, like SEO practices for online stores or analytics tools like Google Analytics. If you have experience with A/B testing or managing online promotions, be ready to talk about it. This kind of knowledge will set you apart from other candidates!
