Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of apparel and accessories, Skechers is a complete lifestyle brand.
ABOUT THE ROLE:
The Retail Operations Store Support Specialist is a key partner to Retail Field Leaders, Store Teams, and the corporate operations group, providing dedicated support and assistance across multiple channels including phone, email, and ticketing systems. This role is responsible for promptly addressing store inquiries and issues, managing customer feedback through our insight's platform, and ensuring that valuable information is effectively communicated to field teams to drive continuous improvement.
In addition to resolving day-to-day operational challenges, the Specialist actively supports departmental projects, initiatives, and in-store programs, ensuring smooth execution and seamless processes for all employees. They independently and collaboratively manage reporting and data tracking to monitor program success, engagement, and performance metrics. With a strong passion for service excellence, the Retail Operations Store Support Specialist is committed to delivering timely solutions, maintaining high service standards, and contributing to the overall operational efficiency and success of the retail organization.
WHAT YOU'LL DO:
• Serve as the primary point of contact for the Retail Operations Help Desk by promptly answering calls, tickets, and emails, and directing inquiries to the appropriate departments.
• Utilize company tools such as Jira and ServiceNow to manage and respond to requests from retail field and store teams, ensuring all tickets are tracked through to resolution or escalated as needed.
• Maintain detailed and accurate records of interactions with field leaders and stores, identifying recurring issues and proactively informing management.
• Oversees Service Now administration, ensuring department accountability for specific KPI metrics and the fulfillment of store and field requests. Partners with relevant departments to ensure service levels and SLAs are met.
• Escalate complex issues appropriately while maintaining clear communication with customers and support teams to ensure timely resolution in alignment with service level agreements (SLAs).
• Develop and deliver regular reports on analytics and ticket metrics for senior management, highlighting trends, opportunities, and areas for improvement while monitoring service quality and response effectiveness.
• Drive process automation initiatives to improve efficiency within Retail Operations and across other functions.
• Manage all tactical elements required to ensure the successful and timely implementation of retail initiatives.
• Work cross-functionally with corporate teams to provide comprehensive support and partnership to stores and field leaders, ensuring seamless service delivery.
• Monitor and respond to customer feedback through the brand reputation system and direct emails, ensuring insights are communicated to field leaders for appropriate follow-up and resolution.
• Ensures timely processing of all internal supply orders from retail stores through Garpac, preventing disruptions to store operations.
• Reviews and responds to retail service portal requests from stores, including replacement device requests, paid ins & paid outs, and other supplies not available through SKXShop, ensuring timely fulfillment and resolution.
ADDITIONAL RESPONSIBILITIES
• Utilize all company resources such as Microsoft Office, ServiceNow, UKG Dimensions, Business Intelligence Tool (such as Microstrategy, Tableau, Microsoft Power BI)
• Miscellaneous tasks as assigned to support the department.
• Ad hoc reporting as requested by management.
• Answer calls and emails from the Retail Operation helpdesk. Disseminate the information to the appropriate department.
WHAT YOU'LL BRING:
• Self-starter with high level of initiative, personal accountability, and a strong sense of urgency.
• Must display a high degree of professionalism, tact and diplomacy including confidentiality.
• Flexibility to accommodate shifting timelines and priorities.
• Must possess and demonstrate superior attention to detail and ability to prioritize multiple projects and priorities.
• Ability to handle multiple tasks with ease, set appropriate priorities, and manage time effectively while paying strict attention to detail.
• Excellent interpersonal, verbal, and written communication skills with the ability to present technical information in a non-technical fashion.
REQUIREMENTS:
• High school diploma with at least 3 years of intermediate level administrative work experience in a fast-paced environment.
• Retail background is desirable.
• Strong analytical, organizational, and time management skills.
• Proficient use of Microsoft Office programs, including Word, Excel, Project and Outlook.
• SQL Experience Preferred.
The pay range for this role is $68,000-$78,000/yr USD.
About Skechers
Skechers, a global Fortune 500® brand develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Developing comfort technologies is the foundation of all we do – delivering stylish, innovative, and quality products. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,200 company-and third-party-owned retail locations. Headquartered in Southern California, with offices and distribution centers around the globe, Skechers has spent over 30 years helping people of all ages look and feel good.
Equal Employment Opportunity
Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.
Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing benefits@skechers.com.
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.