Nautica

Customer Support

• Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
• Assist customers, sales reps and management with inquiries or issues concerning orders.
• Analyze, review and process customer’s request for return authorization and credits.
• Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
• Provide technical and/or product information as required to respond to customer inquiries.
• Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
• Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers.
• Monitor and communicate needs for final order confirmations.
• Collaborate with the vendor compliance team on new account requirements, vendor requirements changes and other brand initiatives.
• Provide documents and change process recommendations as needed to resolve and prevent chargebacks.

Account Support Representative

Operations

• Assist the product setup and activation process of item creation, photography, copy, and inventory under Site Merchant team guidance.
• Assist in the creation, testing, and implementation of promotional codes to support offer-based sales and discounts entered by Senior Site Operations Manager.
• Own E-commerce PIM (product information management) and platform catalog operations across hard markdown execution.
• Clearance style moves and Product Detail Page (PDP) separations for style colorway markdowns.
• Shadow Senior Operations Manager to support catalog replication, content refreshes, and new product and feature launches led by the Front-End Developers and Product teams.
• Assist Site Merchandising Managers with administrative tasks (i.e. special project launches, inventory tracking, PIM maintenance, etc.).
• Collaborate closely with key cross-functional partners, including Developers, Creative Services, Customer Service, and Merchandise Pricing & Planning team.
• Track site health key performance indicators (KPIs) and communicate any cause for concern.
• Contribute to the development and implementation of operational best practices.

Account Support Representative

Site Operations Coordinator