Ecommerce Technical Support Specialist

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity.  So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com.  

What will you do? 

Ecommerce Technical Support Specialist

As part of the VF AMER Ecommerce Customer Service team, this position leads User Acceptance Testing activities by developing test scripts, executing test cycles, and communicating results on behalf of the organization. It functions as a key liaison between Digital Technology and Customer Service during technology launches, identifying and tracking system defects, sharing new functionality, and ensuring clear communication throughout implementation. The position also monitors and resolves ecommerce failed orders across multiple systems and proactively reports system anomalies as they arise.

Let’s break down that day-in-the-life a bit more.

• Triages production support issues for Ecommerce Customer Service, by gathering detailed information, triaging and troubleshooting production issues in collaboration with Support and Digital Technology teams.

• Responsible for user acceptance testing - Facilitates, creates test scripts, executes by coordinating schedules, gathering feedback, performing basic test analysis, and communicating outcomes.

• Supports Hypercare of newly launched technology projects by acting as a bridge between Customer Service and Technology teams by identifying and tracking bugs in system for Ecommerce Customer Service.

• Assists in communicating and documenting new system functionality or enhancements to users, ensuring clarity and adoption.

• Supports project teams with data conversions, audits, and data analytics as needed.

• Identifies and root causes various failed order points to ensure order flows supporting SLA order management. Provides reports for the end-user to research shipping delays, missing orders to optimize consumer experience. (Overdue Items Report [OIR], Stuck Orders Report, Open Orders Report, Payment Failure Report)

• Accountable for SAP order management for eCom orders to resolve incompletes, IDOC failures, and inventory segments to ensure order flows to DC within SLAs for all brands on SAP S/4.

• Facilitate custom shoe order progression (order/shipment exception reports, etc.).  Additional tasks include forwarding custom image approval requests to the Brand, communicating with factory to update custom order address and item changes per consumer requests, and processing custom returns/cancellations. 

• Identifies, reports, and follows through to resolution system performance anomalies.  Responsible for tracking and reporting on trends with the goal of improving system performance and customer experience.  

• Supports other departments/teams by assisting in the completion of back-end tasks as needed.

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What do you need to succeed? 

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 3+ years of experience and professional achievements.

The foundation skills you will need in this position are: 

·       High school diploma or equivalent education; Associate degree preferred.

·       Preferred in-depth knowledge of Ecommerce Customer Service systems such as Salesforce, Sterling and SAP

·       Strong analytical and problem-solving skills with a focus on developing effective, actionable solutions

·       Demonstrated proactive ability to trouble shoot complex issues

·       Must be able to manage multiple projects in a dynamic, fast paced environment 

·       Highly organized with strong time-management skills and the ability to balance competing priorities

·       Able to manage workload autonomously while ensuring timely and accurate delivery of results.

Special Physical and/or Mental Requirements: 

May require extensive sitting and use of keyboard/computer with a use of a phone headset  May require overtime as needed to meet demand/schedule. 

Hiring Range:

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com  and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require accommodations during the application process, please contact us at peopleservices@vfc.com. VF will provide reasonable accommodations for qualified individuals to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.