At ECCO USA, Inc., as a Consumer Customer Service Associate, you'll be part of our Salem, NH corporate team, working a hybrid schedule, 3 days in office - 2 days remote. The Customer Service Associate plays a key role in delivering a quality customer experience and exceptional customer support by promptly addressing inquiries, resolving issues with empathy, and building positive relationships to enhance customer satisfaction and loyalty, ultimately contributing to the company's positive brand image. 

Essential Duties and Responsibilities

·         Enhance the future of ECCO USA by delivering exceptional customer service.

·         Address customer inquiries through email and chat promptly and professionally.

·         Resolve customer complaints and concerns efficiently while guaranteeing customer satisfaction.

·         Assist customers by product details, order placement, and addressing service-related concerns.

·         Engage with colleagues and various departments to meet customer requirements and enhance the quality of service provided.

·         Demonstrate adaptability, innovation and understanding while addressing customer service concerns and conveying policy.

·         Provide “Value Added” Service

ü  Present various options for order fulfillment or issue resolution.

ü  Recommend Suitable alternative products.

ü  Notify customers about new product launches.

ü  Highlight ongoing promotions and sales.

Other Duties and Responsibilities                                                                                           

·         Learn and develop personal skill levels in regards to SAP, Internet systems and the footwear industry.

·         Communicate and coordinate with all internal departments for smooth processing of all transactions.

·         Identify opportunities for upselling and cross-selling products and services to enhance customer experience.

·         Stay updated on company policies, product knowledge, and industry trends to provide accurate information to customers.

·         Other duties and/or special projects as assigned.

Note: This job description does not exclude responsibilities not specifically stated that may become apparent during the execution of the duties of the position. 

Be Exceptional

All ECCO USA team members are expected to deliver high levels of performance in their role and exceptional service levels to their customers. This can be accomplished through fully embracing and committing to the Be Exceptional program and principles.

We demonstrate exceptional customer focus by consistently showing concern for the needs and expectations of our customers, both internal and external, and making them a high priority. We treat others with respect and are both responsive and solution-oriented in delivering upon our commitments to each other and the business.

§  Take ownership and hold oneself and others accountable.

§  Respond to customer inquiries or problems in a timely and effective manner.

§  Proactively seek feedback from customers and partners with the appropriate people to develop solutions to meet customer needs.

§  Demonstrate a positive attitude and reflect ECCO’s culture of passion, innovation and care.

Minimum Qualifications – Education & Experience

·         High school diploma or GED equivalent.

·         Minimum of one year experience in a customer service role.

Minimum Qualifications – Skills & Abilities

·         Proficient in conveying information clearly, concisely and in a professional manner (verbally and written).

·         Superior organization and follow-up skills.

·         Competent in reading, writing and speaking English.

·         Capable of effectively prioritizing tasks and adapting priorities as circumstances change.

·         Demonstrated capacity to perform under pressure while remaining composed, patient and empathetic when interacting with diverse customers.