Customer Care Representative - US Customer Care

Fossil is seeking a Customer Care Representative to join our Customer Care team. As a Customer Care Representative, you'll provide technical support to our internal team, collaborate with colleagues and external partners, ensure orders are processed smoothly, and offer exceptional support to both customers and fellow customer service representatives.

What you will do in this role:

• Deliver exceptional customer service by promptly responding to inquiries, resolving complex issues, and maintaining a professional demeanor across all interactions.
• Perform high-volume, accurate data entry, system updates, and documentation across CRM and order management platforms.
• Process order adjustments and customer refunds, accurately calculating dollar and percentage amounts in accordance with company policies.
• Investigate and track lost or delayed repair shipments, coordinating directly with carriers, warehouse staff, and repair technicians to locate missing items.
• Review and manage fraud orders, analyzing transaction flags and suspicious account activity to protect against chargebacks and unauthorized purchases.
• Ensure accurate and timely order processing, managing customer purchases from initial entry through fulfillment.
• Troubleshoot technical issues, researching root causes to implement sustainable solutions for customers and internal teams.
• Collaborate cross-functionally with internal departments and external partners to resolve operational bottlenecks.
• Identify patterns and trends in customer inquiries, data discrepancies, or order issues to recommend ongoing process improvements.
• Support team operations by sharing technical knowledge, assisting peers, and maintaining accurate operational records.

* This role is on a hybrid schedule, 4 days in the office and 1 day working from home, with the exception of the first two weeks of training*

• A high school diploma is required.
• At least 1 year of customer service or equivalent experience is required.
• Must be available to work a Monday-Friday schedule, with potential weekend coverage during peak holiday seasons.
• Understanding of CRM platforms.
• Proficient math skills, including the ability to accurately calculate and process refunds involving both percentages and dollar amounts.
• Strong technical skills and aptitude for learning new technologies.
• Experience with data entry, administrative tasks, and record-keeping.
• Strong investigative and problem-solving skills.
• Comfortable working in a fast-paced environment.
• Passion for delivering exceptional customer service.
• Strong interpersonal skills and ability to build positive relationships with both internal and external stakeholders.
• Ability to identify trends, recognize patterns, and report on observations.