Deckers Brands eCommerce Operations Representative (6 Month FTC)

BoF Careers; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

27 Days Holidays + Bank Holidays

Discounts & volunteering opportunities

Global Mentorship Programme

Hybrid & Flexible Working Environment

Growth & Development opportunities

Job summary

Deckers Brands is seeking an eCommerce Operations Representative on a 6-month FTC in the UK. You will support the Consumer Relations team with customer escalations across HOKA, UGG and Teva, handling refunds, site credits, and warehouse-initiated cancellations within SLA timelines.

You will also manage chargebacks, PayPal disputes and invoicing for outstanding payments, while monitoring systems and ensuring accurate data entry. A collaborative, inclusive culture and hybrid working are offered.

Qualifications

• Experience in customer service, logistics or fraud is welcome.
• Proficient in Microsoft applications, particularly Excel and PowerPoint.
• Fluency in additional European languages is a plus, but not essential.

Responsibilities

• Process manual refunds, set up site credits and process order cancellations requested by warehouses.
• Monitor in-house systems and process entries such as orders held for correction, escalated returns and cancelled orders.
• Raise invoices to collect outstanding payments where the charge has failed.
• Support with chargeback activities and PayPal disputes.

Skills

Customer service

Logistics

Fraud

Tools

Excel

PowerPoint

Job description

eCommerce Operations Representative (6 Month FTC)

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step 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.

The Role

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.

Your Impact

• 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

COME AS YOU ARE

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.

Who You Are

• 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.

We Would Love To Hear From People With

• 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

What We Will Give You

• 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.