eCommerce Operations Representative (6 Month FTC)

Hoka
London
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer focus","Collaboration","Result orientation","Openness to innovation"]

Support the Consumer Relations team across HOKA, UGG, and Teva by handling customer escalations, processing manual refunds, setting up site credits, and managing order cancellations. Monitor internal systems for orders held for correction, escalations, and returns, and raise invoices when charges fail. Assist with chargebacks and PayPal disputes, ensuring all actions meet SLA timeframes.

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FursaFursa
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, processing manual refunds, setting up site credits, and managing order cancellations. Monitor internal systems for orders held for correction, escalations, and returns, and raise invoices when charges fail. Assist with chargebacks and PayPal disputes, ensuring all actions meet SLA timeframes.
Location: London
Workplace: Hybrid
Employment Type: Full time · 6 months
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Support consumer escalations across HOKA, UGG, and Teva.
  • •Process manual refunds, set up site credits, and handle order cancellations requested by warehouses.
  • •Monitor in-house systems and process entries such as orders held for correction, awaiting returns, and cancellations.
  • •Create dispute documents to defend chargebacks and support chargeback activities and PayPal disputes.
  • •Raise invoices to collect outstanding payments when charges fail.

Pay and Benefits

Perks:Paid LeaveEmployee Discounts

Key Requirements

  • •Experience in customer service, logistics, or fraud (welcome).
  • •Proficient in Microsoft applications, particularly Excel and PowerPoint.
  • •Fluency in additional European languages is a plus (not essential).
  • •Comfort supporting consumer escalations across multiple brands.
  • •Ability to handle refunds, site credits, cancellations, and dispute documentation within SLA timeframes.
Experience:Customer serviceLogisticsFraud
Skills:Customer focusCollaborationResult orientationOpenness to innovation
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