Back Office Support Specialist
Back Office Support Specialist
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Job Description
ABOUT THE POSITION
The eCommerce team powers our US and Canada sites and our Customer Care Center. From merchandising and marketing to product management and technology the consumer is central to everything we do. The eCommerce team is known for the relentless improvement of the customer experience striving for a better faster easier experience.
This position is on our Back Office Support team to ensure customer inquiries and internal operations flow seamlessly. Youll own the end-to-end resolution of missing package claims and coordinate investigations into missing refunds coming out of our warehouse. Partnering closely with logistics finance and customer service teams youll keep our data accurate and drive process improvements that enhance customer and employee satisfaction.
HOW YOULL MAKE A DIFFERENCE
- Manage and resolve missing package claims by partnering with carriers warehouses and customer care specialists
- Investigate and reconcile missing loyalty points and refunds
- Creation and reissuance of virtual merchandise credits and warranty merchandise credits
- Maintain and update CRM order records and tracking claims with precision
- Document and refine back-office workflows proposing automation or policy changes to increase efficiency
- Support ad-hoc projects such as system migrations audit preparations and process standardization
- Maintain data trackers highlighting trends and escalation points
- Identify gaps in agent knowledge and issue trends and collaborate with Leadership Quality and Training to share insights and drive improvement
- Perform other duties as assigned
YOU ARE
- An excellent communicator both verbally and in writing
- Detail-oriented
- A strong problem solver
- Highly organized with effective time management skills
YOU HAVE
- A high school education or equivalent
- 2-5 years of related experience
- 2 years of technical training preferred
- Ability to work in a typical office environment
#LI-CS1
This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the positions scope and function in the company.
Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process please notify your recruiter.At Columbia Sportswear Company were proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical social/emotional financial career and community. Benefits that can protect your familys financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical dental vision life Insurance disability flexible spending accounts health savings account and an assortment of voluntary benefit offerings (accident critical illness hospital indemnity and legal services). In addition Columbia offers EAP which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits employee discounts and a generous time off program available.If you need an accommodation/adjustment to successfully complete and submit your application please reach out to with the Subject: Applicant Assistance Requested.Required Experience:
Unclear Seniority
Employment Type
Full-Time
