Commerce Support Specialist

Tesla is searching for a Commerce Support Specialist to join our exponentially growing EMEA Merchandise & Accessories business and ensure every customer has a world class end-to-end experience on Shop.Tesla.Com and post-purchase at retail sites. This Specialist would be entrusted to support customers through: product/policy Q&A, purchasing FAQ, receiving, and UX of our Tesla products. Your mission is to ensure every shop experience lives up to Tesla’s exceptional standards. Beyond your regular scope you will also be invited by project leaders in EMEA and other regions to exchange insights and trends, inform IT development priorities, and help focus continuous improvement and CX innovation efforts. The role wi

Waar ga je werken?

Tesla is accelerating the global transition to sustainable energy. Tesla design, produce, sell and maintain the world's best solar technology, energy storage systems and electric vehicles. Tesla offers customers the opportunity to generate, store and use energy in a fully sustainable manner.

Tesla is committed to the worldwide recruitment and development of top talent, in whatever branch. Tesla is based in California, but has staff on four continents. Tesla is working on an inclusive environment in which everyone, regardless of gender, race, religion or background, can do their best work.

Wat vragen wij?

Responsibilities for the role include but are not limited to:
Reviewing customer inquiries via various channels (email, chat, SMS, and phone if required) to diagnose the cause impacting the customer experience, and collaborating cross-functionally to solve the issue.
Directly engaging customers with the utmost hospitality, professionalism, and timeliness.
Project subject matter expertise for the merchandise and accessory products as well as processes and policies
Achieving and maintaining proficiency in Tesla car accessories, merchandise, web shop experience, shipment process flow, and product use trends, etc.
Working with group leadership and the fulfillment centers to resolve shipment issues.
Contacting customers whose orders contain backordered items and providing ETAs.
Action and manage return cases using current process and helping inform continuous improvements
A sincere enthusiasm for Tesla, the company mission, and an entrepreneurial/innovative spirit
Bachelor’s degree in relevant field or equivalent experience with examples of exceptional ability.
Proficiency in a business systems for order management, consumer invoicing, and order tracking.
2+ years of relevant work experience in one or several of the following fields ideally: customer service or sales of apparel, merchandise, car accessories, or consumer electronics.
Strong communication, organization, and documentation skills are required to succeed.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook preferably.
Be a problem-solver who can research information, resolve issues and coordinate time-sensitive projects.
The ability to manage and prioritize deliverables with minimal direction.
Additional European or Middle Eastern language is a plus



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Referentie: M-000037604