Senior Ecommerce Customer Advocate

Salomon-9; Ogden (UT); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Salomon in Utah seeks an experienced E‑Commerce Operations Specialist to own the post‑purchase flow on Salomon.com, ensuring accurate payments, refunds and a seamless customer experience.

You will coordinate with IT and customer service, monitor orders in SAP and Magento, manage returns and chargebacks, and help protect the brand from risky transactions while supporting the contact centers. This role blends operations, risk management and cross‑team collaboration.

Qualifications

• High School Diploma or equivalent education.
• 1-3 years of customer service experience, optimally in D2C / Ecommerce environment.
• Experience using SAP, or similar POS / order management system.
• Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint).
• Experience using Salesforce, or similar CRM tool.
• Strong interpersonal skills and ability to empathize with customers in sometimes tense situations.
• Self-Driven, able to hold self-accountable to KPIs and Targets.
• Ability to adapt to change priorities and business needs.
• Excellent communication skills and self-confidence to work independently in an array of business areas.

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.
• Utilize Adyen to identify high risk transactions for manual fraud review
• Review high risk transactions to make accept/reject decision and minimize fraudulent purchases
• Complete basic fraud/chargeback analysis and create simple rules in in Adyen
• Investigate and defend chargebacks in Adyen and PayPal.
• Closely monitor existing orders in SAP and Magento to ensure timely shipments to the consumer.
• Investigate all open orders, make cancellation/backorder decisions, and ensure customers are notified of delays or changes in status.
• Monitor returns and credits to ensure customers are refunded within the SLA.
• Identify and troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
• Identify and investigate issues on platform, file and follow up on tickets, manage communication between various IT teams and site managers to ensure issues are resolved.
• Complete payment reporting to ensure shipped orders are settled and returned orders are refunded.

Skills

SAP

Microsoft Suite

Salesforce

Interpersonal skills

Self-driven

Adaptability

Communication

Education

High School Diploma or equivalent

Tools

POS / Order Management System

Job description

Salomon in Utah seeks an experienced E‑Commerce Operations Specialist to own the post‑purchase flow on Salomon.com, ensuring accurate payments, refunds and a seamless customer experience.

You will coordinate with IT and customer service, monitor orders in SAP and Magento, manage returns and chargebacks, and help protect the brand from risky transactions while supporting the contact centers. This role blends operations, risk management and cross‑team collaboration.