In Short:

As an On Customer Service Representative with a focus on DTC (we call them Happiness Deliverers), your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our direct webshop customers and responsible for inquiries via phone and email. With each case you handle, you will aim to wow our customers and will always strive to find a customized solution.

Your team:

You will work with a core team at our Brazil HQ and interact daily with our global Happiness Delivery teams in Europe, Australia, North America, China, and Japan. During your work day, you will work with our customer support and order management systems to assist our customers with their needs.

Your Mission:

• Build trust by understanding the unique needs of our customers and resolving every situation with a wow factor
• Manage and prioritize multiple concerns simultaneously, including communication via phone and email
• Process webshop orders/exchanges/returns/warranty claims in Salesforce (CRM) /Microsoft Dynamics D365 (ERP)
• Advise our customers as to which On product(s) is the best for them
• Respond to all inquiries within 24 hours while identifying any escalated unresolved issues
• Communicate with our third-party warehouse and shipping partner daily regarding orders, returns, and any order discrepancies
• Lead and participate in special projects as needed to improve team function and increase our wow factor
• Other duties as needed

Your Story:

• 3+ years experience in DTC customer support roles with experience providing customer support via phone, email and chat
• Preferably previous experience with B2B customer support, vendor portals, internal account administration of our dealer and account management of orders
• Great attention to detail
• Effective communication across all levels and functions
• Always keeping the customer needs front of mind and a passion for creative solutions
• Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
• English proficiency: B2 level (upper intermediate)
• Excellent written and oral communication skills
• Microsoft Excel knowledge is a plus
• Always thinking of ways to improve the customer experience with a sense of urgency to deliver the wow

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