Key Responsibilities:

• Customer Support: Serve as the main point of contact for VANS customers, addressing inquiries, resolving issues, and providing product information and support via phone, email, chat, or other communication channels.
• Order Management: Assist customers with order-related inquiries, including order placement, tracking, cancellations, returns, and exchanges. Ensure accurate and timely order processing and provide updates on order status.
• Product Knowledge: Develop a comprehensive understanding of VANS’ product offerings, including footwear, apparel, and accessories. Stay informed about product features, benefits, sizing, and technical specifications to provide accurate information to customers.
• Issue Resolution: Investigate and resolve customer complaints or concerns effectively and in a timely manner. Collaborate with internal teams, such as logistics, sales, and quality assurance, to address customer issues and provide appropriate solutions.
• Communication and Follow-up: Maintain open and proactive communication with customers, providing timely updates and resolutions to their inquiries or concerns. Follow up with customers to ensure their satisfaction and build long-term relationships.
• Returns and Exchanges: Process customer returns and exchanges following VANS’ policies and procedures. Provide guidance on return instructions, initiate refunds or exchanges, and coordinate with the appropriate teams to ensure seamless resolution.
• Customer Feedback: Listen to customer feedback, collect relevant information, and document customer interactions accurately. Provide feedback to the management team regarding recurring issues, trends, and opportunities for improvement.
• Policies and Procedures: Stay knowledgeable about VANS’ customer service policies, procedures, and guidelines. Adhere to established protocols and guidelines while ensuring a positive and consistent customer experience.
• Product and Service Education: Continuously update knowledge of VANS’ products, services, and promotions. Participate in training programs and product knowledge sessions to enhance customer service skills and expertise.
• Team Collaboration: Collaborate with cross-functional teams, such as sales, marketing, and warehouse, to resolve customer issues, provide feedback, and contribute to a positive and efficient customer service experience.

AD Hoc duties:

• Respond to emails and office correspondence
• Keep work area clean and tidy
• Support the mission, vision and core values of the company
• Meet prescribed deadlines and targets
• Professional interaction and liaison with customers, suppliers and employees at all times
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time.

Qualifications and Skills:

• High school diploma or equivalent. Some college coursework or a degree in a relevant field is a plus.
• Proven experience in customer service, preferably in a retail or e-commerce environment. Experience in the footwear or apparel industry is beneficial.
• Excellent communication skills, both verbal and written, with a strong customer-centric approach.
• Ability to empathize with customers, actively listen to their concerns, and provide appropriate solutions.
• Patience, diplomacy, and problem-solving skills to handle challenging customer interactions.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
• Detail-oriented mindset with a focus on accuracy and attention to customer requests and information.
• Positive attitude, adaptability, and ability to work effectively in a fast-paced and team-oriented environment.
• Flexibility to work in different shifts, including evenings, weekends, and holidays, as required by the customer service operation.