People, Person, Apparel, Clothing

Customer Operations Representative Converse

Customer Operations Representative Converse

Paris | Île-de-France | France

Become part of the Converse Team

Converse is a place to explore potential, break barriers and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Converse, it's about each person bringing skills and passion to a challenging and constantly evolving world to make things better as a team.

Also Known as the Big Deal Department.

Sure, you could be at some boring PLACE selling boring STUFF. Or you could be with us, selling unique sneakers and apparel that you would wear yourself. You could walk out the door and see some kid wearing what you put in their store and know you did that. Because you were bold enough and aware enough and got real satisfaction from doing a real thing. That's where you could be.

As Customer Operations Representative in Converse France, your main accountabilities will be to:
  • Interact directly with customers to answer questions, facilitate order placement, manage
  • orders through the supply chain, and resolve issues.
  • Provide premium customer service experience through professional, timely and accurate
  • communication and pro-active approach.
  • Answer incoming e-mails and calls from customers, account team members, and internal
  • partners.
  • Proactively address issues through problem-solving, collaboration and escalation.
RESPONSIBILITIES

1. Order to cash management

  • Manage the overall order to cash process through order portfolio management, maximizing potential revenue opportunities and customer satisfaction.
  • Ensure accurate and timely delivery of products to accounts.
  • Identify and solve account issues related to products orders, deliveries, credit issues,returns.
  • Drive resolution of account issues through problem solving, escalation and collaboration with internal and external stakeholders.
  • Serve as a key link between the customer finance, transportation, distribution.
  • Proactively sell product based on knowing the specific needs of the customer, offering suitable alternatives when product is not available.
  • Handle all aspects of returns and claims interfacing with the customer and all internal stakeholders.


2. Communication
  • Communicate professionally with customers, Operations Management, and Sales Representatives through effective verbal and written communication.
  • Drive the relationship with the customer through constant communication maintaining a proactive approach.
  • Drive the relationship with internal stakeholders: Sales, Credit, Operations, and Distribution Centers.
  • Participate actively in weekly meetings or conference.
  • Be seen as a true partner of the sales teams.
3. Analysis and reporting
  • Analyze and interpret system generated reports.
  • Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution.
  • Set and support shipping forecast accuracy by providing structure feedback as of shipping evolution, deviation from projected performance, expected issues etc.


4. Process Improvement

  • Be an active member of the Customer OPS team, collecting feedback from accounts, sales teams and other departments in order to identify areas of improvements.


  • Bachelor Degree or higher, which can be compensated by relevant work experience.
  • Work experience within a Customer Operations Department highly appreciated.
  • Understanding of customer service values and behaviors.
  • Precision and multi-tasking skills required.
  • Highly developed French and English verbal and written communication skills.
  • Comfortable with MS Office (Word, Excel, PowerPoint)

Duration: 1 year (temporary contract)
Location: Saint-ouen l'aumône

Converse is more than a company; it's a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we're different.

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