Consumer Affairs Representative Jobs

Company Description

Headquartered in Southern California, Skechers has spent nearly 30 years helping men, women and kids everywhere look and feel good. Developing comfort technologies is at the foundation of all that we do—delivering stylish, innovative, and quality products at a reasonable price. From our diverse footwear offering to a growing range of apparel and accessories, Skechers is a complete lifestyle brand.

With international business representing over half of our total sales, we have product available in more than 170 countries and significant opportunities for continued expansion worldwide. We sell our collections direct to consumers through more than 4,000 Skechers stores around the globe and Skechers e-commerce sites, as well as through a network of third-party partners.

A MULTI-BILLION-DOLLAR GLOBAL LEADER IN THE FOOTWEAR INDUSTRY.

To support the activities associated with SKECHERS ecommerce sales, SKECHERS Elite program, support SKECHERS retail stores and provide service to consumers. Will also work as a team player with the Sales Team and rest of Customer Service Team in Canada.

• This is a full-time opportunity located out of our office in Mississauga, Ontario.

Essential Job Duties

• Research and troubleshoot technical issues as needed.
• Ensure a quality experience by providing friendly, professional service.
• Access internal company systems to extract data pertinent to consumer concerns and follow-up with the consumer accordingly.
• Assist with consumer inquiries received via phone, email, live chat, mail, fax and social media in a high-volume environment.
• Utilize Freshdesk CRM tool to monitor consumer contacts.
• Assist customers with their SKECHERS Elite membership accounts.
• Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store.
• Create RAs for approved consumer returns and exchanges.
• Utilize Customer Service and web technologies to increase consumer satisfaction.
• Process credits and exchanges for returns to SKECHERS.com.
• Provide monthly feedback to upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.
• Monitor order and return flow.
• Any other duties that arise from time to time

Additional Responsibilities-

• Other duties as assigned
• Overtime as required

SUPERVISORY RESPONSIBILTIES-

• No

Qualifications

JOB REQUIREMENTS-

• Retail management experience would also be considered.
• Ability to manage multiple priorities.
• Prior customer service/consumer affairs experience, preferably working directly with consumers in a medium or high-volume contact center environment.

Job Qualifications-

• Excellent organizational and time management skills
• Excellent oral and written communication skills.
• Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint
• Familiarity with a CRM system, preferably Freshdesk.

Additional Information

All your information will be kept confidential according to EEO guidelines.