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Customer Service Agent

Location: Oakland
Posted on: November 26, 2022

Job Description:

Company Description

Decathlon is an innovative sports designer, manufacturer, and retailer with a mission to sustainability make sports and the outdoors more accessible to everyone. Founded in 1976 in France, Decathlon is one of the leading sporting goods companies in the world. It has over 100,000 employees working in 80 countries. In the USA, this is just the beginning and we operate more like a startup, with the resources of a large company.

Job Description

We are looking for an energetic, customer-focused, detail-oriented teammate to join our E-commerce Operations team.

This is a Full-time hybrid role, based out of our Oakland Warehouse.

Our main objectives are two-fold.

1 - Create the most amazing customer experience we can for all our customers from pre-order, to order creation to delivery.

2 - Meet our customer promise for timelines associated with picking, packing, shipping, and delivery of our customer orders, by working internally with other departments.

Key parts of your role include:

Ensuring that our customers are satisfied with Decathlon, our products, our online purchasing experience, and everything in between.

Providing advice/selling our product via chat

Process orders, modifications, and escalating customer issues

Maintain a positive, empathetic, and professional attitude toward customers at all times, ensuring customer satisfaction

Acknowledge, respond and resolve customer inquiries and tickets

Communicate with customers through various channels (phone, email, social media, chat, and more)

Learn more about our products and services

Provide feedback on the efficiency of the customer service process

Analyze data and customer trends to help drive process improvement within the organization


Positive, hands-on attitude with a desire to learn

Great listener, communicator, and a team player

Able to thrive in a fast-paced environment

Excellent analytical and problem-solving skills

Ability to work remote and at our warehouse - especially during Covid19

Ability to work weekends and evenings (Shifts are either 7:00 am - 3:30 pm and 9:30 am - 6:00 pm - and flexibility of working days are needed.)

Will to be on camera during At Home conference calls

Effective communication skills

Ability to stay calm when customers are stressed or upset

Experience working with customer support tools

Warehouse experience and online order management a plus

Gorgios / Shopify / Google Suite experience a plus

Preferred Qualifications

Bachelor's Degree / Associates Degree

Previous experience working with customer support for a major brand

Previous experience working in retail, as a floor team member

Previous experience working within an e-commerce environment

Previous experience working from home

Additional Information

Competitive salary
Remote friendly office
Healthcare Coverage (Full-Time employees only)
Retirement plan contribution
Commuter benefit options
Generous employee discount
A learning environment where you can dive deep and make an impact
Opportunities for growth


Sports for all!!!%24019622%

Keywords: DECATHLON, Oakland , Customer Service Agent, Sales , Oakland, California

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