Dr. Martens is a globally recognizable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

Working Hours: The working hours for this role are 8:00am-5:00pm EST (5:00am-2:00pm PST).

SO, WHAT'S THE STORY?

You're an effective and creative problem-solver looking for their next challenge. You believe every problem has a solution and you've got a knack for finding (or creating) it. You've got a history of providing quality customer support through multiple channels, flexing and multi-tasking as needed. You've got strong communication skills and leverage them to ensure high satisfaction levels. You get the Dr. Martens brand and are excited to support the team in enhancing Dr. Martens’ footprint in the Americas region.

THE GIG

• Provide authentic, friendly, and efficient service to everyone who we Interact.
• Be a first point of contact to handle and resolve customer complaints including facilitation of returns, lost/damaged package triage and customer service recovery.
• Respond professionally to inbound phone calls and email.
• Identify and understand when to escalate and de-escalate as necessary.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Research information and troubleshoot problems using available resources.
• Confidently advocate for customers with cross-functional partners.
• Monitor and control numerous concurrent tasks as the necessity arises.
• Proactively and independently work to meet targets and goals.

THE STUFF THAT SETS YOU APART

• Some college or minimum two-years work experience in a high customer contact position, preferably including phone and email communication.
• Able to maintain a resilient, patient, and calm attitude communication in challenging situations. Able to diffuse and resolve customer situations that are escalated.
• Strong detail orientation, organizational, and documentation skills with the ability to prioritize a varied workload.
• Intermediate to advanced knowledge of MS Office products, specifically Excel. Ability to work within multiple programs. Ability to understand and utilize websites.
• Effective written communication and interpersonal skills, able to listen well and present information to others clearly. Accurate spelling and grammar require. Typing at 40+ words per minute.
• Ability to prioritize and deal with interruptions in workflow.
• Demonstrated ability to take initiative and work independently.
• Able to sit, read, and type for 8 hours per day at a computer terminal.
• Able to work assigned shift consistently and maintain high level of attendance and punctuality. Hours may include early morning, evenings, and weekends.
• Ability to work at a standard computer set up 40+ hours per week, with or without accommodations.

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
• You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• You’ll lead the way and role model on all things DE&I & wellbeing

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers. We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included, whatever their role in the Dr. Martens community.