eCommerce Operations Representative (6 Month FTC)

Hoka
London
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Collaboration","Results-driven","Inclusivity","Openness","Innovation mindset"]

Support the Consumer Relations team across HOKA, UGG, and Teva by handling customer escalations, including processing manual refunds, creating site credits, and managing order cancellations within SLA timeframes. Monitor internal systems for order holds and awaiting returns, raise invoices for failed charges, and prepare documentation to defend chargebacks and PayPal disputes. Work with warehouses to ensure timely processing and resolution.

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Hoka
Hoka
1 day ago

eCommerce Operations Representative (6 Month FTC)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Support the Consumer Relations team across HOKA, UGG, and Teva by handling customer escalations, including processing manual refunds, creating site credits, and managing order cancellations within SLA timeframes. Monitor internal systems for order holds and awaiting returns, raise invoices for failed charges, and prepare documentation to defend chargebacks and PayPal disputes. Work with warehouses to ensure timely processing and resolution.
Location: London
Workplace: Hybrid
Employment Type: Full time · 6 months
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Process manual refunds, set up site credits, and handle order cancellations requested by the warehouses within SLA timeframes.
  • •Monitor in-house systems and process entries such as orders held for correction, escalating awaiting returns and cancelling orders as needed.
  • •Raise invoices to collect outstanding payments when customer charges fail.
  • •Support chargeback activities and create dispute documents to defend chargebacks.
  • •Assist with PayPal disputes as part of consumer relations escalations.

Pay and Benefits

Perks:Paid HolidaysDiscountsHalf Day

Key Requirements

  • •Experience in customer service, logistics, or fraud (welcome).
  • •Proficient in Microsoft applications, particularly Excel and PowerPoint.
  • •Ability to support customer escalations and handle refund/credit workflows within SLA timeframes.
  • •Comfort working with order processes, dispute documentation, and chargeback/PayPal case handling.
  • •Fluency in additional European languages is a plus.
Experience:Customer serviceLogisticsFraud
Skills:CollaborationResults-drivenInclusivityOpennessInnovation mindset
Tech Stack:Microsoft ExcelMicrosoft PowerPointPayPal

Company Brief

Hoka
Deckers Brands designs, markets, and distributes premium footwear, apparel, and accessories through global brands including HOKA, UGG, Teva, and Sanuk, selling via wholesale, e-commerce, and owned retail stores.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Goleta, United States
Founded: 1973
Website