Skullcandy
  • Park City, UT, USA
  • Full Time

Comprehensive Benefits Package Offering


Position Summary:

You are a critical Digital team member who will assist the Digital Operations team in bringing Skullcandy brand campaigns and products to life on global websites. You will closely monitor day-to-day operations of the Skullcandy global ecommerce business including web inventory, order fulfillment and payment processes to identify issues and resolve exceptions. You will validate new website features and campaigns to ensure quality assurance (QA) of Skullcandy's online presences. You are obsessive about providing every consumer the best possible experience, and your attention to detail is unrivaled.

Primary Responsibilities

Ecommerce Operations:

  • Assist Digital Operations team with all site campaign and experience launch validations, pre and post launch. Responsible for technical/configuration setups of product launches and marketing campaigns alongside Digital Merchandising Specialist.
  • Work with Digital Merchandiser to complete websites merchandising tasks as requested. Including but not limited to: SEO programming, product sorting and filtering, product pricing and execution of listing and category page changes in accordance with product launch checklists and ecommerce best practices.
  • Work with Digital Merchandiser to monitor and accept product reviews per established guidelines across Skullcandy.com global sites.
  • Monitor ecommerce inventory and stock outages; work closely with Senior Manager of Digital Operations on web allocated inventory.
    • Check SAP Customer Demand queues daily, resolving order issues and escalating system errors or efficiencies for best consumer experience.
    • Respond to and facilitate resolve of warehouse reported stock shortages.
  • Responsible for updating Skullcandy.com global shipping methods for holidays, promotions, and changes to shipping carriers or fulfilment arrangements. Communicate all changes to Digital and Customer Service teams.
  • Monitor ecommerce order fulfillment processes. Identify and resolve order issues by working cross-departmentally with Information Technology, Digital, Sales Operations and Logistics teams when breakdowns of order processing or fulfillment occur. Communicate issues and impacts to managers.
  • Work closely with Customer Service team and Digital Operations Senior Manager across day-to-day order fulfillment and payment issues to ensure best consumer experience.
    • Field Customer Service inquiries of order, payment, fraud and fulfillment exceptions and resolve or escalate systemic problems discovered.
  • Assist Digital Operations lead with integration issues and reporting requests across product catalog feeds, payments, fraud, shipping and other backend systems as needed.
  • Support Digital Operations team with ad-hoc operations projects.

User Acceptance Testing:

  • Align with Digital Operations Senior Manager on needs to test and validate development work.
  • Complete UAT for all Digital Development on Skullcandy branded ecommerce sites. From small defects and site upgrades, new features or integrations, to new site launches, you work closely with developers and business users to vet complete and total functionality of the development work.
  • Continually run comprehensive site tests. Define testing requirements/objectives, and author test cases for highly technical integrations. Validate functionality across supported and partially supported device types and browsers prior to production releases, and upon launch on production sites.
  • Maintain and deliver organized test evidence on a per ticket and per project basis.
  • Train Skullcandy's Digital teams/business users on newly produced features and functionality as needed.

To love and be successful in this job, you will need to possess the below competencies, skills and education.

Experience / Education

  • 1 year of Direct to Consumer or Ecommerce or Customer Service experience preferred.

Competencies

  • Ability to complete tasks on-time with high quality; obsessive attention to detail
  • Ability to manage multiple, ongoing tasks in a fast-paced environment with ease
  • Proactive approach to problem solving and task completion
  • Positive attitude and team player
  • Superb oral, written and intrapersonal communication skills
  • Obsessive about providing frictionless online consumer experience
  • Strong desire to ensure customer satisfaction
  • Desire to gain a strong knowledge of the ecommerce business and the interworking of its systems

Skills

  • Experience with ecommerce platforms and technologies a plus
  • Experience with SAP by Design, BigCommerce, Card not present payment systems, or Jira a plus
  • Aptitude for challenges and creating best-in-class consumer experiences

To Apply: Please include a cover letter as to why you are interested in working for Skullcandy and believe you are a good fit for this position 

Skullcandy
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