E‑Commerce Customer Experience Specialist

Salomon Group; Ogden (UT); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Salomon Group, a leading Amer Sports brand, is seeking an E-commerce Operations Specialist to own the order from creation through delivery and to drive customer satisfaction and repeat business across Salomon.com.

The role focuses on customer service, risk management, and system monitoring in SAP and Magento, with escalation to IT as needed. You will oversee order status, manage returns and refunds within SLA, and collaborate with site managers and contact centers to protect brand integrity.

Qualifications

• High School Diploma or equivalent education.
• 1-3 years of customer service experience, optimally in D2C / Ecommerce environment.

Responsibilities

• Own the order from creation through product delivery to ensure customer satisfaction and drive repeat business.
• Build strong relationships with site managers, project managers, and IT by focusing on customer needs, problem solving, and follow through.
• Effectively communicate order status with customers via telephone, email and chat to provide guidance and resolution to front-line consumer service teams. Respond to escalated Salesforce cases with timeliness and accuracy.
• Create orders in SAP, troubleshoot existing orders, process consumer warranty claims and spare parts requests to ensure customer satisfaction and return business.
• Investigate and resolve orders that are lost/damaged in transit.
• Follow established process and procedure to issue appeasement and return refunds within SLA.

Skills

SAP / order management

MS Office

Salesforce

Customer empathy

KPIs / targets

Adaptability

Excellent communication

Education

High School Diploma or equivalent

Tools

Salesforce

Job description

Salomon Group, a leading Amer Sports brand, is seeking an E-commerce Operations Specialist to own the order from creation through delivery and to drive customer satisfaction and repeat business across Salomon.com.

The role focuses on customer service, risk management, and system monitoring in SAP and Magento, with escalation to IT as needed. You will oversee order status, manage returns and refunds within SLA, and collaborate with site managers and contact centers to protect brand integrity.