Ecommerce Customer Service Operations

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here. 

Purpose of Role

Under Armour is looking for a talented and motivated professional to manage the day-to-day customer service operations for our e-commerce and marketplace channels for the EMEA region. 
As E-commerce Customer Service Operations Professional, you will own the customer service operations by ensuring that the tools, procedures, and processes are relevant, efficient, and optimized.
In this role, you’ll contribute to the improvement of our customer journey and help to build an elevated post-purchase experience for our Under Armour consumers. This position will directly report into the E-commerce Customer Service Manager EMEA and team to drive continuous improvement initiatives, handle complex customer issues, and optimize operational workflows.

Your Impact

• Prepare weekly/monthly performance reports including reporting on metrics, performance, trends and recommendations to the Customer Service Manager and other relevant stakeholders.
• Collaborate with DTC Analytics to evolve and automate data reports and dashboards to improve our reporting quality.
• Responsible for analyzing and documenting processes to drive improve while ensuring customer service efficiency and effectiveness.
• Develop and maintain templates to enhance first-time resolution.
• Create knowledge-based articles on customers’ complaints to enable customer service business partner to handle queries more efficiently.
• Maintain accurate and comprehensive information on our FAQ and Help Center improvements in collaborating with UX and On-site Content team.
• Responsible for implementing moderation policies and respond to customer reviews on our website, social media and other online platforms.
• Partner cross-functionally in projects and initiatives to improve overall customer service experience, ensuring alignment with other departments such as Digital Product, Technology and Engineering teams to implement new features, functionalities, and system enhancements to facilitate and increase efficiency of the management of our customer service queries.
   

Qualifications

• Bachelor’s degree in business administration, Management or a related field.
• 2-3 years of customer service experience
• Must have fluency in English as well as 1-2 European languages, both verbal and written 
• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
• Excellent verbal and written communication skills 
• Strong problem solving and analytical skills
• Excellent organizational skills 
• High level of attention to detail and accuracy
• Ability to work efficiently with a digital team in a fast-paced environment, manage multiple priorities and meet deadlines.
• Deep understanding of online consumer and purchase behavior. Experience in Sport or Fashion industry is a plus.
• Proficient in SAP and Salesforce Service Cloud systems
• Proficient in Microsoft Office Programs 
   

Workplace Location

• Location: Amsterdam, Netherlands 
• Work life Integration Designation: Hybrid work, a minimum of 2 days in the office
• Travel: 0% 

Relocation

• No relocation provided

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Benefits & Perks

• Paid “UA Give Back” Volunteer Days: Work alongside your team to support initiatives in your local community.
• Under Armour Merchandise Discounts
• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being. 
• 38 hour working week
• Hybrid work, a minimum of 2 days in the office
• 28 days holiday
• Teammate Resource groups e.g. Green Machine, Sustainability, LGBTQIA+, Women in Leading and Living, Balance for mental health and wellbeing etc.
• Human Performance Institute (Gym) on site
• Local Language course when moving from abroad
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Our Commitment to Diversity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.