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

E-COMMERCE

SPECIALIST, OPERATIONS - ECOMMERCE

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 PUMA.com’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 PUMA.com’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 PUMA.com’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 PUMA.com. 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
  • In mid-2021, the PUMA North America Regional Corporate Headquarters will be moving to a new office located in Somerville, MA. All positions currently located at the Westford office, as well as at our International Boston office, will make this transition

    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

    PUMA Wellbeing at Westford

    Athlete

    • Chair massages
    • Fitness reimbursement
    • Free gym
    • Health weeks
    • Wellness room

    Social

    • Benefit / wellness fairs
    • Company parties
    • Community engagement
    • Coffee bar

    Flex

    • Employee assistance services
    • Parent child office
    • Parental leave policy
    • Summer hours

    Finance

    • 401K employer match
    • Childcare discount
    • Employee discount
    • Medical & dental insurance contr.
    • Pre-tax Benefit Plans

    Westford MA

    Enter Westford, where PUMA is close to nature (and the sports that come with it) and buzzes with the energy to drive sport and fashion forward.

    Go Westford
    Copyright- PUMA
    Copyright-PUMA

    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