Customer Experience Associate

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.

JOB MISSION:

The Customer Experience Associate is responsible for handling escalations from our third-party customer service provider regarding consumer or retailer issues and inquires. The Customer Experience Associate will be the primary liaison between internal departments and third party and/or customers. They will be responsible for resolving complex customer issues. In addition to customer issues, this role will be part of a larger Customer Experience team that will develop content and be responsible for knowledge transfer to third party as well as direct customer communication and updates. The team will work together to review service metrics and trends and develop and strengthen customer interaction process in an effort to provide the highest level of customer satisfaction to our retailers and consumers. This team will strongly influence the post purchase consumer and retailer experience and overall strategy for all supported business. The associate will also be responsible for customer service-related duties that are not transitioned to the third party.

MAJOR ACCOUNTABILITIES:

• Subject matter expert for all retailer and consumer process
• Resolves raised issues from our third-party service provider in regards to consumer or retailer issues, including speaking with customers via phone, chat or email and resolving those issues
• Responsible for “1st call resolution” as well as available time and turn around time to respond in response to customers
• Liaison with internal teams as necessary to resolve customer issues and provide proactive customer communication, and clarity around programs, etc. (i.e., Sales Ops, Whs., Customer Ops, Marketing, Site Ops)
• Works with copywriters and creative team to craft and publish customer visible responses to product reviews and product questions
• Creates FAQ content based on searches and common questions from consumers and reviews suggestions from other areas
• Manual order processing for complex orders such as MYNB support, refunds, or complex consumer or retailer orders that cannot be processed or supported by third party
• Content: aide in the execution of the internal and 3rd party knowledge strategy. This includes but it not limited to the creation of process and system training, creation of product training, and communication of promo/sale information to our 3rd party service provider
• Supports sign up, registration, and troubleshooting activities for all GMP and Allotment programs
• Assist in projects related to moving work and training third party on NB customer service procedures

REQUIREMENTS FOR SUCCESS:

• 3+ years in a similar customer service role
• Strong organization, communication, relationship building, and presentation skills required.
• Strong working knowledge of customer service and ecommerce Technology including but not limited to ERP, CRM & Knowledge, IVR, Chat
• Proven track record to independently handle sophisticated situations
• Strong process improvement skills
• Highly collaborative teammate
• Ability to multitask and prioritize
• Desire to be a change agent
• Strong problem-solving skills

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced “Work from Anywhere” (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.