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

Compensation for this position is subject to the collective agreement for employees in the wood processing industry. Depending on your personal qualifications and vocational experience, we offer an appropriate payment in excess thereof for this highly responsible activity and opportunities for development in a globally active group of companies.

If this area of responsibility meets your expectations, we look forward to receiving your online application with the usual documents. You can find further information about the company in the career section of our homepage at Atomic.com