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London, England, United Kingdom • Hybrid
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The eCommerce Operations Representative will support the Consumer Relations team by managing customer escalations, processing manual refunds, and handling site credits. Additionally, the role involves managing order cancellations, resolving chargeback disputes, and ensuring all tasks meet established service level agreements.
Candidates should have experience in customer service, logistics, or fraud prevention. Proficiency in Microsoft Excel and PowerPoint is required, while fluency in additional European languages is considered a plus.
As the eCommerce Operations Representative, you will support the Consumer Relations team with customer escalations across our 3 Brands: HOKA, UGG and Teva.
You will assist with processing manual refunds and creating site credits, while ensuring all are handled within the Service Level Agreement (SLA) timeframes. You will also process order cancellations requested by the warehouses and create dispute documents in order to defend chargebacks.
Process manual refunds when required; set up site credits and process order cancellations requested by the warehouses
Monitor in-house systems and process entries accordingly, such as orders held for correction, escalate awaiting returns and cancelling orders
Raise invoices to collect outstanding payments from customers where the charge has failed
Support with chargeback activities and PayPal disputes
We celebrate diversity—of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.
COME AS YOU ARE: You will champion inclusivity and openness to be your authentic self.
BETTER TOGETHER: You are a natural collaborator, inspiring others to foster a sense of belonging.
COMMIT TO CREATE: You are curious and open to innovation and bringing new ideas.
OWN IT: You are motivated by delivering results and support others to do the same.
DO GOOD AND DO GREAT: You inspire to do greater things, to create opportunities to better the business and our world for the future.
Experience in customer service, logistics or fraud is welcome
Proficient in Microsoft applications, particularly in Excel & PowerPoint
Fluency in additional European languages is a plus, but not essential for this role
27 Days Holidays + Bank Holidays & some time away from work – on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
Hybrid & Flexible Working Environment
Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.
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Deckers Brands is a global organization that has been developing and nurturing brands into global icons since 1973. We design, market, and distribute footwear, apparel, and accessories developed for both everyday casual lifestyle uses and high-performance activities. Our portfolio of brands includes UGG®, HOKA®, and Teva®. We believe that when we come together, we have the powerful opportunity to shape our culture and daily experiences, prioritize holistic wellbeing, and drive continued business success. Together, Every Step is a promise kept at Deckers that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. It is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.
Offices: 250 Coromar Drive, Goleta, CA 93117, US · 130 Shaftesbury Avenue, London, England W1D 5AR, GB
