eCommerce Operations Specialist

A bit about us

Zound is the team behind the most exciting brands in audio electronics: Urbanears, Marshall and adidas. We design and develop headphones and speakers and we champion the human perspective in tech. Armed with a genuine passion for the things that resonate we challenge the status quo in our industry with a little bit of Zound magic. We are a global company with offices in Stockholm (HQ), New York, London, Paris, Shenzhen and Hong Kong. Behind the scenes, we’re a team of hard-working, fun-loving, problem-solving, easy-going, creative people. And we’re here to bring life to sound.

At Zound Industries, our ambition is to increase our overall digital presence and provide best-in-class digital experience for our customers.

What you’ll do
We are now looking for an experienced eCommerce Operations Specialist to help drive our eCommerce growth and support the delivery of our corporate digital strategy. Our eCommerce Department serves as a business unit that oversees and manages the entire digital customer life cycle - covering everything from customer acquisition, online sales as well as post purchase activities and Customer Support.

You will join our Global eCommerce team to ensure we have best in class post-purchase experience and smooth daily operations when it comes to Order Management, Payments, Returns and B2B orders. You will work closely with our Support, Operations and Logistics teams to ensure customer satisfaction and pro-active customer communication in above areas, but also drive root cause and process improvements based on data analysis and customer feedback.

Main areas of work are daily operations within:

- 2nd Line for Order related issues coming from Customer Support. You will also interact directly with end customers on specific tickets and issues
- Pro-actively monitor order statuses and returns in our e-commerce platforms, analyze customer support issues and data to identify improvements to deflect support tickets and improve overall Customer Experience for Orders, returns and payments
- Collaborate closely with our Operations teams across our regions and warehouses to ensure pro-active checks of Orders, Delivery precision and Order Quality. You will take lead on order related issues or delays that arise and make sure we resolve and communicate with affected customers in the best possible way
- Coordinate with Regional Sales managers, create and manage B2B orders as well as being in direct contact with business customers wanting to place orders from us


You will report to our Team Lead of Customer Experience and Support.

Who you are
We see that you have a minimum of 5 years of hands-on working experience within eCommerce platforms, Order Management, ERP and Customer Support. You put customers in the forefront and have a flexible mindset and a pragmatic approach to solving issues and improving our customers experiences. You enjoy working with and learning technical systems and processes, have excellent communication skills in English and confidence having direct dialogue with both end consumers and B2B customers.

We thrive to foster an inclusive workplace and we do not discriminate on the basis of race, religion, disability, color, national origin, gender, sexual orientation, age, or marital status. We firmly believe that Zound thrives when our employees do and it will in the end lead to better experiences for our consumers. We encourage applications from all over the world. To enable transitioning from another country for a role at Zound, we offer re-location support. This support is tailored for each role but always includes visum application, local authority registration, and home finding service. Don't hesitate to reach out if you have any questions.

We look forward to your application!

Find out more
- Get a taste backstage behind the scenes at Zound Instagram (https://www.instagram.com/zoundindustries/) and Linkedin (https://www.linkedin.com/company/zoundindustries/mycompany/?viewAsMember=true)
- Read more about us at Zound website (https://www.zoundindustries.com/) and brand sites - Marshall (https://www.marshallheadphones.com/se/en/), adidas (https://www.adidasheadphones.com/se/en/), Urbanears (https://www.urbanears.com/us/en/)