Customer Service Specialist - eCommerce

Location: Ogden, Utah, USA. The role is office-based; work from home may be available only in specific circumstances with direct manager approval.

Company

hirify.global is a mountain sports brand within Amer Sports, producing footwear, apparel, skis, bindings, and outdoor equipment.

What you will do

• Manage ecommerce orders from creation through delivery and communicate order status, delays, and resolutions to customers and frontline service teams.
• Create and troubleshoot orders in SAP, process warranty claims and spare-parts requests, and resolve lost or damaged shipments.
• Process appeasements, refunds, returns, and credits within service-level agreements.
• Review high-risk transactions in Adyen, make fraud decisions, analyze chargebacks, and defend disputes in Adyen and PayPal.
• Monitor orders and returns in SAP and Magento, investigate stuck or backordered orders, and ensure timely shipment, settlement, and refunds.
• Coordinate with site managers, project managers, IT teams, and external partners to resolve platform issues affecting the customer experience.

Requirements

• High school diploma or equivalent education.
• 1–3 years of customer service experience, ideally in a direct-to-consumer or ecommerce environment.
• Experience with SAP or a similar point-of-sale or order management system.
• Experience with Salesforce or a similar CRM tool.
• Proficiency in Microsoft Outlook, Excel, Teams, and SharePoint.
• Strong communication, interpersonal, problem-solving, adaptability, and independent working skills, with accountability for KPIs and targets.

Culture & Benefits

• Work primarily from the office, with manager-approved work-from-home arrangements in specific circumstances.
• Remote work equipment provided by Amer Sports is limited to a laptop; internet and peripherals are not provided.
• Regular interaction with customer service, ecommerce, IT, site management, and external partner teams.
• Physical work requirements include sitting, standing, walking, and occasionally lifting up to 30 pounds, with reasonable accommodation available.