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Consumer Support Representative

Closing: 09/01/2019


You are great with people and enjoy providing assistance to our sales team and customers. You stay calm under pressure and treat others with respect and courtesy. You enjoy being part of a dynamic, important team and don’t mind rolling up your sleeves to get the job done. You get the Dr. Martens brand and are excited to participate in growing our presence in the Americas region.


• Communicating with consumers by phone, in writing and electronically to ensure accurate and timely resolutions for questions, comments and inquiries.
• Addressing and resolving escalated customer issues in a timely and appropriate manner, consistent with company values
• Servicing consumer transactions and inquiries by phone, in writing and electronically
• Entering consumer orders using the computerized order entry system, D365
• Processing returns and adjustments using established criteria in the Access database
• Providing other feedback and reporting on consumer issues as requested
• Generating, analyzing and interpreting reports in addition to providing ad-hoc reporting as needed
• Assisting Sales Support with order entry and other special projects as needed


It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals – INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualities:

• 1 to 2 years Customer Service or Retail experience in a high-customer contact position, including high volume phone and email communication
• HS Diploma plus some college and/or equivalent experience preferred
• Ability to handle heavy order entry with high volume phone and email communication
• Strong computer proficiency in e-communications and MS Office applications
• Detail-oriented with strong analytical and organizational skills
• Experience with problem-solving and complex issues
• Self-starter with ability to work independently without a high amount of direction
• Ability to handle stress, including customer demands
• Effective communication and interpersonal skills. Ability to listen well and present information clearly to others
• Connection with our Brand, The Stuff that Sets Us Apart and our Fundamental Qualities

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