Dtc Order Management Coordinator

7 maanden geleden

Amsterdam, Nederland YETI Voltijd

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’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD.

As a DTC Order Management Coordinator, you will play an integral part in creating a premium Customer Experience by removing friction from the customer order journey. You will play a crucial role in ensuring a seamless customer experience by providing Tier 2 support for escalations from our customer service team. You will rely heavily upon knowledge of order issues and failure points, and work cross-functionally with Technology, Operations, and Finance to resolve pain points. You are driven by curiosity to find big picture solutions. You adapt to rapidly changing priorities while still managing to stay organized.

**Responsibilities**:
Handle a variety of internal inquiries with high ownership, including but not limited to:

- Identify and report system integration errors, validate backend order statuses, and troubleshoot order-related issues
- Support the Customer Experience Supervisor with customer contacts, reviewing order management training, escalations and reporting as needed
- Create order management reports and manage order pipeline health
- Identify issue trends and areas of improvement, and bring solutions to the table
- Resolve complex or unusual problems that require a customized solution
- Liaise with internal teams on order issues or system errors and be responsible for actioning order edits
- Proactively communicate order delays or issues to customers, internal teams and warehouses
- Liaise with warehouse teams to resolve order issues
- Support projects that impact orders and the Customer Experience
- Ensure a seamless customer experience during promotions and product launches
- Organize and execute customer appeasements
- Issue warranty claim replacement products
- Issue appeasements for recall customers

Qualifications and Attributes:

- At least 2 years of customer service experience
- High Schooled degree required college education preferred
- Working knowledge of Excel a must
- Experience with Zendesk, Shopify and ERP systems is a plus
- Proven experience working in a fast-paced high-volume environment
- Strong interpersonal skills and ability to develop and manage relationships with cross functional team member’s
- Curiosity to learn, laser-focus on the details and resourcefulness with all that you do
- Excellent communication skills in English for engaging with various audiences (written and verbal)
- German language a plus but not required
- Able to work on a hybrid work model of 3 days in office, 2 days from home. Office is located in the Amsterdam Olympic Stadium.
- Must have legal right to work in The Netherlands. YETI currently does not provide work sponsorship.

LI-MD1 #LI-Hybrid

YETI is proud to be an Equal Opportunity Employer.
- Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our YETIzens. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD. Find out more about our commitment to DE&I at _
- All applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws._

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