Ecom Cs

**ECOM CS & OPERATIONS SPECIALIST (M/W/D)**:
We are passionate about providing our customers with the best possible shopping experience for winter sport equipment. We are looking for a motivated and detail-oriented ECOM CS & Operations Specialist to join the E-Commerce team and help us ensure seamless end-to-end order management, from purchase through to returns. Reporting to the E-Commerce Manager of Atomic (with a dotted line to the E-Commerce Manager of Armada), you will play a key role in upholding our brand promise and guaranteeing that our post-purchase consumer experience meets the highest standards.

**KEY MISSION AND ACCOUNTABILITIES**:
**Order Flow Process Management**:

- Monitor, troubleshoot, and resolve order flow issues in multiple systems (e.g., ERP (SAP), OMS, Shop)
- Oversee order book management correcting errors, ensuring efficient processing and delivery
- Work closely with internal stakeholders to ensure open and unconfirmed orders are resolved promptly
- Investigate and address incomplete orders, J0 orders, and backorders in Fluent

**Post-Purchase Consumer Experience**:

- Manage Level 2 support and provide Level 3 support for escalations, including cancellations, returns, refunds, and warranty claims
- Collaborate with Consumer Service teams (SF Consumer Service Cloud) to address complex customer inquiries and deliver timely solutions
- Manage logistics and warehouse escalations, such as returns without RMAs, shipment refunds, misships, or price-matching requests

**Fraud Management**:

- Develop and maintain risk profiles, conducting annual reviews and ongoing updates to minimize fraud exposure
- Validate addresses and investigate suspicious orders, including chargebacks and stolen package claims
- Conduct manual order reviews in Adyen and defend chargebacks in Adyen and PayPal by providing supporting documentation
- Track and report on key fraud metrics (e.g., review rate, chargeback rate, individual/team rejection rate)

**E-Commerce User Acceptance Testing (UAT)**:

- Serve as the point of contact for order-flow testing and development, identifying and communicating system enhancements
- Open tickets and coordinate with internal or external partners to address any technical challenges uncovered in daily operations

**Warranty & Spare Parts Orders**:

- Process manual warranty and spare-parts orders in SAP, collaborating with cross-functional teams to ensure accuracy

**Reporting & Continuous Improvement**:

- Generate ad hoc reports for ECOM teams and analyze data to identify improvement opportunities
- Cooperate with finance teams to reconcile payment discrepancies between SAP and Adyen
- Stay proactive in optimizing Adyen risk profiles to catch emerging fraud patterns promptly

**YOUR PROFILE AND REQUIRED COMPETENCIES**:

- Minimum of 2-3 years of professional experience in E-Commerce Operations, Customer Service, or a related field
- Solid understanding of order processing, payment/fraud management, and returns in an e-commerce environment
- Proficient in relevant tools and platforms (e.g., Shop Systems, OMS, SAP, Return Software, Consumer Service Software, Payment Providers, PayPal/Klarna)
- Strong analytical and problem-solving skills with an entrepreneurial mindset and high attention to detail
- Excellent organizational, time-management, and self-management abilities
- Business-fluent English skills required; German skills advantageous
- Avid interest in wintersports & skiing is a plus

**WHAT WE OFFER**:

- A varied, demanding, and self-responsible activity in the sports industry
- Comprehensive development and training opportunities
- Flexible working hours and home office possibility
- Attractive social and employee benefits
- Canteen on site

**WHY JOIN US - NEVER STOP GETTING BETTER**:

- **Always Authentic**:We stay true to who we are and build trusting relationships with integrity
- **Better Together**: We take our diverse expertise to new heights and team up to grow stronger
- **Committed to Impact**: We play the long game, guided by respect for people and our planet
- **Driven to Excellence**: We play fair, aim for excellence, and celebrate our win