Retail Store I Retail Corporate I Sales I E-commerce Team



Westford, Massachusetts, United States of America

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome. Simply click APPLY ONLINE and follow the steps to upload your application.

Your Mission

  • Assist with aspects in regards to’s third-party customer care center, including but not limited to the following:
    • Liaise with call center Brand Specialist, escalations team, operations team, and Supervisors on a daily basis to ensure timely response to all questions and concerns
    • Provide feedback on call calibrations with call center to review agent performance / agent quality scoring and make recommendations for future improvements. (eCommerce and Marketplaces)
    • Provide feedback on written calibrations with call center to review agent performance / agent quality scoring and make recommendations for future improvements. (eCommerce and Marketplaces)
    • Coach Customer Care Team in order to achieve high performance.
    • Primary escalation point for the call center, responsible for handling any and all customer care issues that require PUMA corporate office involvement, including the timely resolution of any BBB reports.
    • Manage, track, and report customer care center’s performance against all Service Level Agreements to ensure care center is acting in accordance with PUMA call center standards.
    • Gain a strong understanding of’s product offerings and ensure regular update packs are sent to call center agents for continued education and improvement.
    • Review and answer all questions submitted regarding product information to customer care team within a timely manner
    • Provide daily responses to escalations team regarding customer inquiries including but not limited to: Packing Slip Requests, Order Status, Cancellations, Adjustments, and Returns
  • Maintain accurate records of all PUMA escalated customer interactions.
  • Use PUMA’s third-party provider to work through ratings and reviews as well as questions and answers
  • Assist with aspects in regard to’s eCommerce Fulfillment and Operations Specialist including but not limited to the following:
    • Assist with daily order maintenance.
    • Work with EDI to ensure that all Ecommerce orders process successfully and adjust address errors as they flow through systems.
    • Review of inbound orders for any orders that don’t go immediately to pick, reviewing, and either matching inventory to the order or canceling the order for timely customer communication.
    • Assist other business units as needed to manage inventory and order flow for Ecommerce orders.
    • Setup, testing and tracking of all Ecommerce promotions and Employee Discounts on as needed
    • Assist with UAT of the site, on all devices and across all browsers – providing outlined test scenarios and detailed feedback.

Your Talent

  • 3+ years’ experience in customer service
  • 1-2 years’ experience in allocations or Ecommerce.
  • Outgoing, positive, energetic individual with a customer-first focus
  • Detail-oriented, demonstrate strong written and verbal communication skills.
  • Other skills required: time management, flexibility, strong written and verbal communication skills.
  • Leadership and decision-making skills
  • Results driven individual with experience communicating results across all levels of the organization
  • Experience working with and understanding call center tools and technology preferred but not required.
  • Ecommerce background preferred but not required
  • We are very excited to announce we will open our new, state of the art North American Headquarters in the Assembly Row neighborhood of Somerville, MA in mid-2021.  As a result, our Massachusetts based offices in both Westford and Boston will merge and all jobs will relocate to this new location.

    PUMA supports over 14,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

    PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.For additional information, please contact:

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