Triage production support issues for Ecommerce Customer Service by gathering detailed information, triaging and troubleshooting production issues in collaboration with Support and Digital Technology teams.
Responsible for user acceptance testing
Facilitates, creates test scripts, executes by coordinating schedules, gathering feedback, performing basic test analysis, and communicating outcomes.
Support Hypercare of newly launched technology projects by acting as a bridge between Customer Service and Technology teams by identifying and tracking bugs in system for Ecommerce Customer Service.
Assist in communicating and documenting new system functionality or enhancements to users, ensuring clarity and adoption.
Support project teams with data conversions, audits, and data analytics as needed.
Identify and root causes various failed order points to ensure order flows supporting SLA order management.
Provide reports for the end-user to research shipping delays, missing orders to optimize consumer experience.
Accountable for SAP order management for eCom orders to resolve incompletes, IDOC failures, and inventory segments to ensure order flows to DC within SLAs for all brands on SAP S/4.
Facilitate custom shoe order progression (order/shipment exception reports, etc.).
Additional tasks include forwarding custom image approval requests to the Brand, communicating with factory to update custom order address and item changes per consumer requests, and processing custom returns/cancellations.
Identify, report, and follow through to resolution system performance anomalies.
Responsible for tracking and reporting on trends with the goal of improving system performance and customer experience.
Support other departments/teams by assisting in the completion of back-end tasks as needed.
Requirements
High school diploma or equivalent education; Associate degree preferred.
Preferred in-depth knowledge of Ecommerce Customer Service systems such as Salesforce, Sterling and SAP
Strong analytical and problem-solving skills with a focus on developing effective, actionable solutions
Demonstrated proactive ability to trouble shoot complex issues
Must be able to manage multiple projects in a dynamic, fast paced environment
Highly organized with strong time-management skills and the ability to balance competing priorities
Able to manage workload autonomously while ensuring timely and accurate delivery of results.