Fulfillment Coordinator

Found in: Talent UK C2 - 2 weeks ago

Glasgow, United Kingdom Sonos, Inc. Full time

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

The Role

As a part of the Global Fulfillment team, the Fulfillment Coordinator EMEA works on excellent operational execution to all of Sonos’ (direct) customers (end-users) in the region. You execute the order and payment management process from receiving orders on sonos.com, through Payment Service Provider process steps, down to releasing to our Logistics Partner. You go the extra mile to ensure our customers are delighted with the order, payment, delivery experience and service they receive from Sonos. And should our customer not be happy, you are there to help them return the product(s) with the aim of providing that same delightful experience. You learn from the issues and apply your knowledge and network to determine the root cause(s) and put structural solution(s) in place that prevent these issues from further occurring.

The ideal band member is a quick, effective and efficient problem solver, a go-getter, an aficionado of making the experience better, sees a customer issue as an opportunity to make a difference and has a relentless drive for a great customer experience.

Responsibilities

  • Provide outstanding operational assistance to our customers through troubleshooting and problem isolation.

  • Support end-users across all queues (Fulfillment and Returns) to troubleshoot and resolve customer issues, escalations, working on both queues as needed according to customer demand.

  • Provide training, coaching to peers and expand and share knowledge

  • Pro-actively take ownership of open issues and interface successfully with team members and management.

  • Initiate, analyze, organize and execute improvements to processes, systems and ways of working.

  • Engage with the Customer Care and Sales Experience teams , IT, Logistics and Finance on solutions to the more complex customer issues.

  • Follow-up with the customer and x-functional teams for issue resolution.

  • Manage the inventory planning and pre/backorder process for Sonos.com

  • Project participation on key cross-functional projects and strategic initiatives: e.g npi’s & promotions

  • Execute E-commerce platform management: Pricing, product set up, Availability, Delivery services, Coupon and Campaign management.

What You WIll Need

Basic Qualifications

  • A sound lover that thrives in a fast paced FUN work environment

  • Excellent written communication skills in English

  • Inquisitive, bright & creative troubleshooter

  • Proven track record of troubleshooting problems, researching and finding answers to consumer questions

  • High accuracy in logging, processing and solving customer requests

  • Proven experience in implementing improvements in processes, systems and/or ways of working

  • Decisive, service minded, customer focused, and action oriented nature

  • Works well in a multi-cultural environment and with multi-functional teams

  • Experience with e-commerce platforms (CommerceCloud or other) and ticket systems (SalesForce or other) is a plus

  • Experience with systems like SAP, Excel, Microstrategy and Google

Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.

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