Warehouse Customer Service

Role Purpose & Mission

As a Warehouse Customer Advisor, you will act as the central liaison and internal project owner connecting all customer-facing teams (Retail Stores, E-commerce, Customer Service, Wholesale) directly with warehouse operations.

By treating internal teammates as valued collaborators, you will own, track, and resolve inbound requests, order discrepancies, and return complaints across all channels. Your mission is to drive cross-departmental solutions, communicate final operational improvements, and ensure our internal partners are fully satisfied so they can deliver an exceptional experience to our external sports users

Key Responsibilities

1. Internal Liaison & Case Ownership

• Single Point of Contact: Serve as the main key contact person linking retail store leaders, customer service advisors, and wholesale teams with physical warehouse operations.
• End-to-End Case Tracking: Act as project owner for incoming internal requests, order discrepancies, and returns complaints—routing issues to responsible teams, driving resolution, and following up on final actions.
• Partner Satisfaction & Feedback: Ensure every internal teammate is delighted at the close of an interaction, gathering store feedback to continuously optimize our internal service loop.

2. Workflow Guidance & Seamless Fulfillment

• Operational Navigation: Guide store and e-commerce partners through essential warehouse workflows, return protocols, and urgent order prioritization requests.
• Adaptive Problem Solving: Customize your communication and problem-solving approach to fit the specific needs of each internal team while maintaining warehouse compliance standards.
• SOT & Continuous Improvement: Proactively identify systemic e-commerce order issues or system errors to prevent customer impact and improve overall delivery speed.

3. Compliance, Safety & Data Integrity

• Data Protection & Compliance: Maintain full compliance with internal customer data protection, product recall standards, and safety procedures.
• Reporting & Qualification: Qualify all contact data, record issue root causes, and prepare actionable weekly reports to inform warehouse process improvements.

Candidate Qualifications & Skills

• Education & Experience: New graduates with strong communication skills are welcome to apply!
• Language & Tech: Good command of English (listening, reading, writing) and tech-savviness in Google Workspace (Sheets, Slides, Forms).
• Communication & EI: High emotional intelligence, active listening, and the ability to build collaborative relationships across departments.
• Problem Solver: Adaptable, organized, and capable of multitasking under pressure to solve operational bottlenecks.
• Sports Enthusiast: Genuine passion for sports and living Decathlon’s human values!
• Living Our DNA: You express our core values through your actions: Vitality, Responsibility, Generosity, and Authenticity.

Decathlonian Benefits

• Be a shareholder, with an exclusive annual option to invest in Decathlon’s Shares.
• Provident fund.
• Competitive salary.
• Group insurance includes life, health, and dental insurance.
• Performance bonus.
• Employee discount.
• A learning environment where you can dive deep and make an impact.
• Wide range of career opportunities locally and globally.