E-Commerce Operations Analyst (5 months 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 E-Commerce Operations Analyst, 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: 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.

• 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

• 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