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E-COMMERCE

ANALYST, CUSTOMER SERVICE - ECOMMERCE

Boston, 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

  • Leverage all internal and external customer service reporting tools to complete analysis and ensure an efficient and high-quality service to all PUMA customers. Present findings to appropriate parties, including management on a regular basis.

  • Provide recommendations on policies and procedures changes, site enhancements, and share areas of opportunity based on consumer feedback to assist in reducing or mitigating contacts.

  • Research and stay up to date on industry trends, best practices, and technology. Provide recommendations to positively impact our customer experience, drive sales, and reduce costs.

  • Identify Customer Service roadblocks causing increases in contacts and provide potential resolutions with cost analysis.

  • Provide analysis where needed to support with optimizing customer experience within our Ecommerce and OMNI Channel offerings.

  • Liaise with internal Site Operations team to share consumer feedback / issues with current site capabilities to drive system enhancements and improvements.

  • Review, provide feedback, and monitor performance of agents scoring on calibrations with call center to review agent performance / agent quality scoring. Make recommendations for future improvements or adjustments to form. (eCommerce / Marketplace / Omni Channel)

Your Talent

  • 3+ years’ experience in customer service / contact center / customer experience analysis or related area.

  • Outgoing, positive, energetic individual with a customer-first focus

  • Detail-oriented, demonstrate strong written and verbal communication skills, and experience in monitoring external service providers preferred.

  • Ability to effectively prioritize various tasks in a fast-paced environment.

  • Results driven individual with experience communicating results across all levels of the organization

  • Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments.

  • Experience working with and understanding call center tools and technology preferred but not required.

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: us-hrrecruiter@puma.com

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E-Commerce GENIUSES

Get together with expert content managers, platform developers, project managers, marketing and operations professionals to achieve one goal: keep PUMA charged with the same energy online as it is offline.

Meet the Team