Company Description
Headquartered in Southern California, Skechers has spent 30 years helping men, women and kids everywhere look and feel good. Developing comfort technologies is at the foundation of all that we do-delivering stylish, innovative, and quality products at a reasonable price. From our diverse footwear offering to a growing range of apparel and accessories, Skechers is a complete lifestyle brand.
With international business representing over half of our total sales, we have product available in more than 180 countries and significant opportunities for continued expansion worldwide. We sell our collections direct to consumers through more than 4,450 Skechers stores around the globe and Skechers e-commerce sites, as well as through a network of third-party partners.
A MULTI-BILLION-DOLLAR GLOBAL LEADER IN THE FOOTWEAR INDUSTRY.
Job Description
The Retail Operations Store Support Coordinator will provide support and assistance to the Retail Field Leaders, Retail Store Team Members, and the corporate operations team by responding to store inquiries/ issues through phone, email or ticketing system, along with tasks associated with department projects or initiatives. The Retail Operations Support Coordinator will review and respond to customer feedback through our customer insights platform and ensure such feedback is shared with the field teams. The Retail Operations Support Coordinator is passionate about service standards, meeting key performance metrics, and ensuring timely resolutions to inquires raised from stores.
ESSENTIAL JOB RESULTS-
- Answer calls, tickets, and emails from the Retail Operations Help Desk. Disseminate the information to the appropriate department.
- Gathers surveys results from the field. Compiles all information into a comprehensive document or the applicable application/platform.
- Utilizes Company Resources such as Jira and Service Now to respond to requests from the retail field or store teams and ensures assigned tickets are tracked to resolution or escalated as necessary.
- Organize materials and resources within the Knowledge Base in Service Now to ensure stores have a wide array of relevant materials available for troubleshooting or “how-to’s”.
- Manage all tactical details necessary to ensure complete and timely implementation of initiatives or projects.
- Respond to customer feedback through the brand reputation system along with emails received from customers. Ensure all customer feedback is passed along to field leaders for proper resolution.
- Maintain accurate records of interactions with field leaders and stores along with documenting any recurring user problems and notifying management accordingly.
- Escalate issues as needed and maintain communication with the customer and support teams through resolution and assuring SLA’s are being met.
- Establish reporting on analytics and ticket statistics for review by senior management to identify key patterns, opportunities or needs while also ensuring adequate service and response levels.
- Collaborates cross-functionally with Visual, Marketing, Merchant, Human Resources, Talent Acquisition and Loss Prevention teams to ensure a 360-degree level of service and business partnership for stores and field leaders.
ADDITIONAL RESPONSIBILITIES-
- Utilize all company resources such as Microsoft Office, Jira, Success Factors, Box, ServiceNow and Aptos.
- Utilizing the Service Now platform, develop and maintain dashboards that can be utilized by self and other team members to streamline the service experience and interaction with the application.
- Miscellaneous tasks as assigned to support the department.
- Review monthlv project boards and update leadership on execution as needed.
SUPERVISORY RESPONSIBILITIES-
-
- No
Qualifications
JOB REQUIREMENTS-
- Must demonstrate proficient skill level in MS Office.
- Self-starter with high level of initiative, personal accountability, and a strong sense of urgency.
- Must display a high degree of professionalism, tact and diplomacy including confidentiality.
- Flexibility to accommodate shifting timelines and priorities.
- Must possess and demonstrate superior attention to detail and ability to prioritize multiple projects and priorities.
- Ability to handle multiple tasks with ease, set appropriate priorities, and manage time effectively while paying strict attention to detail.
- Excellent interpersonal, verbal and written communication skills with the ability to present technical information in a non-technical fashion
EDUCATION & EXPERIENCE-
- High school diploma with at least 3 years of intermediate level administrative work experience in a fast-paced environment.
- Retail background is desirable.
- Strong analytical, organizational, and time management skills.
- Proficient use of Microsoft Office programs, including Word, Excel, Project and Outlook.
- Proficient use of Adobe Creative Suite, specifically document design/creation and editing.
Additional Information
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.
PHYSICALDEMANDS-
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear. The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times.
All your information will be kept confidential according to EEO guidelines.
Pay range for this position is $25 – $30 / hour.
Benefits:
- Paid Parental Leave: including time for fathers and adopting parents.
- Short term & long term disability and life insurance at no cost to the employee.
- Extensive medical, dental, and vision plans with multiple carries, including EPO,HPN and PPO plans.
- Competitive 401k plan and employer matching.
- Health Savings Account (HSA) and Flexible Savings Account (FSA) offerings.
- Paid vacation, sick, personal and holiday time.
- Pet Insurance available.
- Onsite wellness programs at company headquarters including fitness classes, acupuncture, and chiropractor.
- Employee stock purchase program
- Employee product discount of 50%; employee sample sales and family and friends discount throughout the year.
- Skechers Company Culture and growth strategy is deeply infused with internal career growth and opportunities for learning.