Online Marketplace Customer Experience Representative

| Austin
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At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you have the opportunity to create something exceptional, build something sustainable and make a real impact. We are built for the wild.

Customer Service Specialists are the pros that end users of our products can rely on to answer all things

YETI. The YETI Customer Service team offers consumers a custom-tailored experience via telephone,

email, and live chat. Specialists answer the questions about which YETI works best for specific

adventures and how to appropriately accessorize a YETI, along with recommendations regarding what

gear works best for the ultimate YETI fan.

As the Customer Service Representative for Online Marketplaces, will have responsibility for delivering excellent customer experiences that represent the YETI brand for customers engaging us through Amazon and other online marketplaces.

The position will be a part of the YETI Coolers organization with a direct reporting relationship to Optivations

(a third-party with specialized expertise building and managing online marketplace business for successful consumer brands). The position will report directly into the Online Marketplace Channel Manager with a dotted-line relationship into the head of YETI’s Customer Experience Group.

A look at your day to day

  • Create Raving Fans from consumer direct “touches”
  • Consistently deliver high customer satisfaction
  • Deliver an exceptional experience every time to every YETI consumer
  • Product Knowledge - All Outfitters must demonstrate a comprehensive understanding of all YETI products from current cooler offerings to accessory applications and gear packages
  • Download all drop ship orders from Amazon (3x-4x per week day and 1x on weekend days, back-up support provided through Optivations team)
  • Complete address verification and update / standardize ship-to information
  • Upload orders into SAP and validate order confirmation
  • Address any inventory availability issues (secure inventory where possible and cancel orders where necessary)
  • Address all customer inquiries from Amazon within 10 hours, including nights, weekends, and holidays (back-up support provided through Optivations team)
  • Address all Amazon inquiries (e.g., Andon cord issues) within 10 hours by working closely with the Optivations team

Now for a little bit about you....

  • Minimum of 3 years of Customer Service experience
  • Prior experience in a call center environment is a plus
  • Retail experience would be preferred
  • College degree preferred. High school diploma required.
  • Basic understanding of accounting principles
  • Well organized, self-motivated, and highly accountable individual
  • Comfortable with online systems and tools (able to navigate and learn new tools quickly)
  • Proficient in Excel (vlookup and pivot tables) and Word
  • Comfortable with a lead role in a fast paced, dynamic operating environment with multiple stakeholders that span organizations and functional departments

Perks At YETI? We’ve got ya covered…

  • YETI Swag Package
  • Employee discounts on YETI products
  • Friends and Family discounts on YETI products too!
  • Lunch with our cool Ambassadors from the outdoor industry – get a chance to meet & break bread with your favorite fishing guides, BBQ pit masters and hunting pro’s
  • Competitive PTO program PLUS Loyalty Leave: 1 extra day of PTO with each year of service (up to 5 additional days after 5 years)
  • Day of Service – 1 day per year to do community volunteer work
  • Benefits coverage (health, dental, vision, etc) and 401K 
  • Employee Development Opportunities
  • Casual work environment – what else would you expect for a cooler company?
  • Standing desk options
  • Discounts with outdoor vendors / clients (such as Patagonia, Kuhl, Costa, etc)

 YETI is proud to be an Equal Opportunity Employer.

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Location

7601 Southwest Pkwy, Austin, TX 78735

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