Retail Operations Coordinator

WHAT YOULL DO:

Serve as the primary point of contact for the Retail Operations Help Desk by promptly answering calls tickets and emails and directing inquiries to the appropriate departments.

Utilize company tools such as Jira and ServiceNow to manage and respond to requests from retail field and store teams ensuring all tickets are tracked through to resolution or escalated as needed.

Maintain detailed and accurate records of interactions with field leaders and stores identifying recurring issues and proactively informing management.

Oversees Service Now administration ensuring department accountability for specific KPI metrics and the fulfillment of store and field requests. Partners with relevant departments to ensure service levels and SLAs are met.

Escalate complex issues appropriately while maintaining clear communication with customers and support teams to ensure timely resolution in alignment with service level agreements (SLAs).

Develop and deliver regular reports on analytics and ticket metrics for senior management highlighting trends opportunities and areas for improvement while monitoring service quality and response effectiveness.

Drive process automation initiatives to improve efficiency within Retail Operations and across other functions.

Manage all tactical elements required to ensure the successful and timely implementation of retail initiatives.

Work cross-functionally with corporate teams to provide comprehensive support and partnership to stores and field leaders ensuring seamless service delivery.

Monitor and respond to customer feedback through the brand reputation system and direct emails ensuring insights are communicated to field leaders for appropriate follow-up and resolution.

Ensures timely processing of all internal supply orders from retail stores through Garpac preventing disruptions to store operations.

Reviews and responds to retail service portal requests from stores including replacement device requests paid ins & paid outs and other supplies not available through SKXShop ensuring timely fulfillment and resolution.

ADDITIONAL RESPONSIBILITIES

Utilize all company resources such as Microsoft Office ServiceNow UKG Dimensions Business Intelligence Tool (such as Microstrategy Tableau Microsoft Power BI)

Miscellaneous tasks as assigned to support the department.

Ad hoc reporting as requested by management.

Answer calls and emails from the Retail Operation helpdesk. Disseminate the information to the appropriate department.

WHAT YOULL BRING:

Self-starter with high level of initiative personal accountability and a strong sense of urgency.

Must display a high degree of professionalism tact and diplomacy including confidentiality.

Flexibility to accommodate shifting timelines and priorities.

Must possess and demonstrate superior attention to detail and ability to prioritize multiple projects and priorities.

Ability to handle multiple tasks with ease set appropriate priorities and manage time effectively while paying strict attention to detail.

Excellent interpersonal verbal and written communication skills with the ability to present technical information in a non-technical fashion.

REQUIREMENTS:

High school diploma with at least 3 years of intermediate level administrative work experience in a fast-paced environment.

Retail background is desirable.

Strong analytical organizational and time management skills.

Proficient use of Microsoft Office programs including Word Excel Project and Outlook.

SQL Experience Preferred.

The pay range for this role is $30.00-$35.00/hr USD.

About Skechers

Skechers a global Fortune 500 brand develops and markets a diverse range of lifestyle and performance footwear apparel and accessories. Developing comfort technologies is the foundation of all we do delivering stylish innovative and quality products. Serving over 180 countries and territories Skechers connects customers to products through department and specialty stores e-commerce and digital stores and through our more than 5200 company-and third-party-owned retail locations. Headquartered in Southern California with offices and distribution centers around the globe Skechers has spent over 30 years helping people of all ages look and feel good.

Equal Employment Opportunity
Skechers is committed to providing a safe inclusive and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race color religion gender gender identification and expression national origin marital status age disability genetic information military status sexual orientation or any other protected characteristic established by local state or federal law.

Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing
To perform this job successfully an individual must be able to perform each job responsibility satisfactorily. The skills abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities who are otherwise qualified for the job position to perform the essential functions.