Ecommerce Operations Coordinator, Post-purchase

6 maanden geleden

Amsterdam, Nederland Patagonia Voltijd

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

**Your role**:
We’re in business to save our home planet. You’ll be helping us achieve this by ensuring smooth end-to-end customer experience throughout the ordering and post-purchase processes in Europe with the aim to grow and engage our online community, elevate our customer experience, and reduce our eCommerce footprint.

**Main tasks**:
eCommerce ordering experience:

- Daily monitoring the onsite checkout and ordering experience and proactively report on any issues identified
- Monitor fraud cases and work with the Customer Service and Finance teams to handle and adjust risk settings as needed
- Partner with the Order Management Team (OMT) on order operations contingency planning, issue resolution and risk mitigation initiatives
- Maintain ongoing reporting and monitor KPIs that track the health of the ordering experience
- Drive efforts to expand the European payment method options to continuously match local preferences

Post-purchase customer experience, retention and reducing the footprint:

- Partner with the Customer Service and Logistics teams to monitor outbound orders and inbound returns SLA performance
- Identify, escalate and resolve any widespread issues that require process or system changes: partner with the eCommerce Business Analyst to develop short
- and long-term solutions and hand over to the OMT for ongoing execution
- Collaborate with the Logistics team to push forward enhancements and footprint-related projects such as sustainable last-mile shipping carrier rollouts, returns reduction initiatives, and sustainable packaging launches
- Partner with the marketing and enviro teams to integrate brand engagement and activism initiatives throughout the order experience touchpoints

Internal external stakeholder management and communications:

- Drive cooperation between Customer Service, Logistics, IT and Finance and maintain continuous lines of communication on issues and new projects that impact cross-functional teams
- Vendor management: be the point of contact with payment processor (Adyen) and post-purchase solutions partner (Parcel Lab). Managing the relationships, reporting product portfolios

**What we’re looking for**:

- Minimum of 3- years’ work experience in ecommerce, preferably with focus on post-purchase operations;
- General knowledge of UX / CX best practices
- Experience with Salesforce Commerce Cloud, or comparable eCommerce platform and other backend solutions;
- Experience in managing external vendors especially payment delivery providers (like Adyen, ParceLab or comparable payments/delivery processors);
- Strong stakeholder management skills and clear written and spoken communications skills: ability to communicate effectively across multiple, internal external stakeholders;
- Strong organizational and time management skills: ability to multitask and balance competing priorities;
- High attention to detail and accuracy;
- Digitally savvy and eager to learn new technology solutions and practices in a continuously evolving field;
- Problem-solving, positive, and solution-oriented attitude and approach when faced with challenges;
- Fluent English;
- A love of the outdoors;
- An interest in saving our home planet and making a positive impact through your work.

**It’s a plus if you also have the following**:

- Familiarity with the European payments landscape, local preferences and fraud/risk strategy;

**Other important details**:

- This is a Full-time position based in Amsterdam;
- We have a hybrid work model, working from home for maximum 3 days per week
- We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardized questions that focus on the aspects that are important for success in the role.

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age.

As we are in business to save our home planet, we can only do this together.

**Pl

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