Position Summary

Under Armour is seeking e-Commerce Customer Support to cover the European market. The CS will work within the e-Commerce Customer Support team based in Amsterdam. This role connects directly with Under Armour’s external/internal customers through email, phone and customer reviews.  Within this role, you will be responsible for providing first class service to our customers from our Under Armour websites.

Essential Duties & Responsibilities

MUST BE FLUENT IN SPAINISH AND FRENCH 

Represent the company and our customer service philosophy with the utmost integrity while delivering best in class customer service.
Assist customers with phone/email enquiries related to customer orders, product information and company policies etc from our English website plus support others European websites upon request.
Receive, process, and verify the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe system as well as customer purchase orders.
Answer customer reviews submitted on our Social media and on e-Commerce websites.
Handle complaints
Perform order management functions:  Work with our various platforms to track, maintain orders, returns and credits
Clarify to the customers the company policies such as returns and exchanges
Proactively involved in maintaining up-to-date procedure documentations within the Under Armour customer service policies
Actively contribute to e-Commerce process improvement initiatives within the Customer Support team to ensure customer satisfaction
Communicate proactively, professionally, efficiently and tactfully with key stakeholders internal and external (sales ops, logistics, IT as well as local and global e-Commerce) customers.
Escalate issues in a structured way to CS management
Run daily/weekly/monthly reports according to service level agreement

Qualifications (Knowledge, Skills & Abilities)

• Customer Service: Enthusiastic, positive, patient, professional and pro-active service minded attitude. Manage difficult or emotional customer situations.  Respond quickly to customer needs.  
• Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.
• Interpersonal Skills: Focus on solving conflict not blaming.  Remains open to others’ ideas and flexible to change.
• Communication Skills: Excellent oral and written communication skills; Good listener.
• Good organizational abilities / Prioritization: Follow policies and procedures; Knows how to effectively priorities; Complete administrative tasks correctly and on time. 
• Multi-tasking in fast paced environment: Ability to stay calm under pressure and handle multiple tasks ·
• Flexibility: Be able to juggle many projects simultaneously and take on additional tasks and responsibilities when required.  
• Change minded:  Must be adaptable to changing work situations.
• Ability to work as part of a team: Balance team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.

Education And / Or Experience

Other Requirements

Relocation