NIKE Elite Customer Service Representative-Sports Marketing

Job description

As the NIKE Elite Customer Service Representative-Sports Marketing, you will fulfill contractual obligations by providing a wide variety of merchandise needs to our NIKE athletes and coaches who submit their requests via website, phone and email. You will work in a strong team environment to provide excellent customer service to the ECS (Elite Client Services) clients by monitoring and maintenance of website orders, phone and email inquiries with efficiency, accuracy, professionalism and staying consistent with ECS policies. You will use a variety of systems including SAP, TheLocker, website CSR tools and Microsoft Office tools. You will develop and maintain positive relationships with Sports Marketing categories to understand and support their business. You will communicate with internal and external service/field reps regarding business/contract issues related to servicing ECS customers. You will review order management reports, including researching and resolving discrepancies with orders and inventory, communicating with ECS clients and sport categories as needed. You will be asked to periodically test, provide feedback on and assist in the on-going development and improvement of multiple ECS critical systems. You will also be responsible for creating production support and service tickets; tracking and ensuring completion of system breaks and bug fixes as needed. You will need to be flexible in learning and implementing new processes to maintain and surpass NIKE's standard for detail and accountability in servicing the ECS clients.

Desired profile

Requirements for the position include:
• High School or GED +3 years experience within order management, account management or related customer service role (2 years experience if you have a Bachelors Degree)
• Excellent written and verbal communications skills
• Detail Oriented
• Excellent Organizational, problem solving and customer service skills
• In-depth proficiency with Microsoft Office tools
• Ability to adapt to and embrace change
• Demonstrated initiative and strong business knowledge
• Ability to work independently, make sound business decisions and quickly understand new information and situations
• NIKE customer service experience is a plus
• Account management experience is preferred
• Experience with SAP, TheLocker and Digital CSR tools preferred.