Customer Service Specialist
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 Customer Service Specialist, you will drive key customer operational processes including owning the B2B platform across the brands, ensuring on time GTM and implementation of improvements. You will collaborate with the Customer Service and Commercial teams, regional colleagues and IT to implement best practices and improve customer operations.
The ideal candidate will be collaborative, proactive and innovative, an individual who carries out any duties outside the standard remit.
Your Impact:
- GTM Readiness – Own season set up of the B2B platform ensuring the system and all assets are available on time for a smooth order entry experience for users. Collaborate with asset creators, drive best practice and brand GTM leads to communicate needs and timings and escalates risks to the seasonal timeline.
- B2B Improvements – Identify and support the implementation of improvements to the B2B platform in line with the strategic roadmap and improving user experience. Work with an agile methodology with the support of a BA to create user stories and acceptance criteria. Collaborate with SMEs to understand requirements and sees enhancements through from conception, design, UAT and release.
- B2B Ad hoc Admin & Maintenance – Manage the B2B support mailbox to ensure queries are resolved within SLA, escalating any issues to IT for additional support if needed. Proactive on picking up additional ad hoc tasks such as working with translations agencies to review sites and B2B newsletters.
- Training & SOPS – Responsible for the generation and maintenance of all B2B training materials and other departmental SOPs guaranteeing users to have access to high quality and easily digestible information. Own B2B onboarding of users and run training sessions as required.
- B2B Reporting – Own key metrics for B2B including usage and adoption, user journey timings and proactively works with the B2B product owner to ensure we can measure what matters. Monitor B2B service requests, resolving blockers to completion and diverting requests when required.
- Customer Facing Information & CX – own customer information packs including policies, ensuring documents are maintained and regularly circulated. Collaborate with brand leads to align and support CX strategies and customer segmentation.
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:
- You have a strong commercial and operational understanding
- You are analytical, focused and a problem-solver
- You’re comfortable with new ideas and ways of thinking
- You thrive in a fast-paced environment and can prioritise competing deadlines
We would Love to Hear from People with:
- Prior experience working in a Customer Service environment, B2B experience is a plus
- Understanding of the footwear (or similar) industry
- Proficient in all Microsoft applications, with advanced skills in Excel
- Experience using BI systems for reporting, and Six Sigma or equivalent for Continuous Improvement experience
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
Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.
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