digital customer service & operations specialistHilversum, Netherlands Apply Now Date posted 03/06/2019 Schedule Full-time
Converse is the story of a sneaker that started on the court and moved to the stage and street. We’re a company ready for change and that’s who we hire: the most malleable, the most innovative, and the most creative. Our clothes and sneakers have been worn by rebels, rockers, rappers, artists, thinkers, and individuals. So that’s why we hire individuals. So we’re speaking the same language.
Without You, We’d Just Be Collectors of Our Own Stuff
Business equals selling stuff. That’s the basic model. The more complex awesome model is creating stuff that people identify with and then you figuring out how to get it to them. We need people like you: creative, dynamic problem solvers who see it as more than business. Who see it as giving people the tools of self-expression and individuality.
Put Some Soul Back In Sold Out.
We’re growing and you can grow with us. More stores and more people means we need more people like you. People equipped with ‘bigger picture’ vision. Who see it all as more than product and turnover and profit but as selling real people real things that we made because we thought they’d feel more themselves wearing it. If you’re in that category, you may need to give us a try.
Scope and Responsibilities:
The e-Commerce Customer Experience Specialist will be working closely with our customer service team being responsible for improving the customer experience for the most iconic brand in the world. You will work on improving the customer care service processes and the framework for Converse’s digital business.
You will work on the training of our organization’s contact center partner as well as act upon gathered performance data and provide consistent feedback to the vendor leaders to ensure quality. You will also conduct formal weekly, monthly, and quarterly performance reviews with the vendor.
You will monitor processes and service levels with external service providers and drive deliverables and timelines to deliver a world-class e-commerce operation.
You'll lead, direct and implement the delivery of the learning curriculum (programs, courses and classes) that will enhance and elevate the performance of our contact center partner. You'll also support all key initiatives that ensure our position of leadership, growth and development. You'll define and map the curriculum and ensure that it is fully integrated with critical business needs and competencies. You'll also effectively lead the learning experience in participatory training classes and guide teams through problem solving processes. You'll oversee the measurement of all curriculums through the use of evaluations, surveys, comprehension and Return On Investment.
- Bachelor/Master Degree in Economics, Supply Chain, Logistics or likewise.
- At least 3 years relevant work experience in the digital or e-commerce industry
- Demonstrated understanding of vendor management concepts and techniques including vendor performance monitoring
- Excellent oral and written communication skills including meeting facilitation and making persuasive presentations to senior managers.
- Ability and desire to work at both the strategic and tactical levels.
- Ability to produce on-time quality deliverables in a deadline-driven environment while balancing multiple priorities.
- Cross-functional project management skills, self-starter and accustomed to leading projects with little supervision
Converse is more than a company; it’s a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we’re different.Apply Now