Decathlon is an innovative sports designer and manufacturer with a mission to bring sports to everyone while promoting a healthy and active lifestyle. Join us in our quest to make sports accessible to all by providing high-quality products at great prices!

We are looking for an energetic, customer-focused, detail-oriented teammate to join our E-commerce Operations team.  

This is a Full-time role, physically based out of our Oakland Warehouse but could have a W@H component part-time, especially during COVID. Once a week you will be asked to travel to our store located in the Potrero Center in San Francisco or the Emeryville Store.

Our main objectives are two-fold. 

1 - Create the most amazing customer experience we can for all our customers from pre-order, to order creation to delivery. 

2 - Meet our customer promise for timelines associated with picking, packing, shipping, and delivery of our customer orders, by working internally with other departments. 

Key parts of your role include: 

• Ensuring that our customers are satisfied with Decathlon, our products, our online purchasing experience, and everything in between. 

• Providing advice/selling our product via chat 

• Process orders, modifications, and escalating customer issues 

• Maintain a positive, empathetic and professional attitude toward customers at all times, ensuring customer satisfaction

• Acknowledge, respond and resolve customer inquiries and tickets

• Communicate with customers through various channels (phone, email, social media, chat and more)

• Learn more about our products and services 

• Provide feedback on the efficiency of the customer service process

• Analyze data and customer trends to help drive process improvement within the organization

• Positive, hands-on attitude with a desire to learn

• Great listener, communicator, and a team player

• Able to thrive in a fast-paced environment

• Excellent analytical and problem-solving skills

• Ability to work remote and at our warehouse - especially during Covid19 

• Ability to work weekends and evenings (Shifts are either 9 am to 5:30 pm or 10:30 am to 7:00 pm - and flexibility of working days are needed. Our greatest need right now is Fri, Sat, Sun, Mon, Tue)

• Will to be on camera during At Home conference calls 

• Effective communication skills 

• Ability to stay calm when customers are stressed or upset

• Experience working with customer support tools 

• Warehouse experience and online order management a plus

• Gorgios / Shopify / Google Suite experience a plus

Preferred Qualifications

• Bachelor’s Degree / Associates Degree

• Previous experience working with customer support for a major brand

• Previous experience working in retail, as a floor team member 

• Previous experience working within an e-commerce environment

• Previous experience working from home

• Healthcare Coverage (full time employees)

• Paid Time Off (4 weeks/yr)

• Retirement Plan Contribution 

• Commuter Benefit Options

• Generous Employee Discount 

• Team outings to sport based events, happy hours and potlucks

• A learning environment where you can dive deep and make an impact

We recruit sports lovers, we create projects together, and we bring the pleasure of sports all over the world - let’s build your career path together!

Position Start Date: ASAP

www.decathlon.com