A two-billion-dollar global leader in the high performance and lifestyle footwear industry, Skechers USA, Inc. designs, develops and markets more than 3,000 styles for men, women and children. Skechers' success stems from its employees, high-quality, varied product offering, diversified domestic and international distribution channels, and targeted multi-channel marketing. 

The company offers two distinct footwear categories: a lifestyle division which includes Skechers Memory Foam and the charity line BOBS from Skechers, and Skechers Performance which includes Skechers GOrun and Skechers GOwalk footwear. Through licensing agreements, the company also offers branded apparel, bags, eyewear and more. 

Celebrity product endorsees for Skechers' collections include the world famous drummer Ringo Starr, multi-platinum recording artist Demi Lovato, model and actress Kelly Brook, TV personality Brooke Burke-Charvet, legendary quarterbacks Joe Montana and Joe Namath, baseball stars Pete Rose and Mariano Rivera, and The Voice winner Danielle Bradbery. In addition, elite marathon champion and Boston Marathon winner Meb Keflezighi, elite runner Kara Goucher, and pro golfer Matt Kuchar represent the Skechers Performance Division. 

The Company sells its footwear in department, specialty and independent stores, as well as through more than 1000 Company-owned Skechers retail stores and online at skechers.com. Beyond the United States, Skechers product is available in more than 120 countries and territories through an international network of subsidiaries in Canada, Brazil, Chile, Japan, and across Europe, as well as through joint ventures in Asia and distributors around the world. 

Skechers ships product through a 1.82 million square-foot, fully automated, LEED-Gold certified distribution facility in California that serves North America. The Company also operates a 753,000-square-foot facility in Belgium that serves Europe and ships directly to the rest of the planet.

Job Purpose

To support the activities associated with SKECHERS ecommerce sales and provide excellent customer service to our consumers by answering questions and resolving concerns. This position will also work as a team player with the Sales Team and the Customer Service Team across Canada.

• Assist with consumer inquiries received via phone, email, live chat, mail, fax and social media in a high-volume environment.
• Ensure a quality experience by providing friendly, professional service.
• Access internal company systems to extract data pertinent to consumer concerns and follow-up with the consumer accordingly.
• Utilize Customer Service and web technologies to increase consumer satisfaction. 
• Monitor order and return flow.
• Create RAs for approved consumer returns and exchanges.
• Process credits and exchanges for returns to SKECHERS.com.
• Collaborate with SKECHERS Store Managers and District Managers to resolve consumer concerns in-store.
• Research and troubleshoot technical issues as needed.
• Utilize Freshdesk CRM tool to monitor consumer contacts.
• Provide monthly feedback to upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.
• Any other duties that arise from time to time

• Excellent oral and written communication skills.
• Excellent organizational and time management skills
• Familiarity with a CRM system, preferably Freshdesk.
• Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint.
• Prior customer service/consumer affairs experience, preferably working directly with consumers in a medium or high-volume contact center environment.
• Ability to manage multiple priorities.
• Retail management experience would also be considered.

• Excellent communication skills both verbal and written;
• High attention to detail and well organized;
• Able to handle deadlines and multiple priorities;
• Intermediate working knowledge of Microsoft applications;
• Pleasant and professional;
• Team player.