Sourcing Representative

THE ROLE:

The Sourcing Representative role provides friendly and high-quality service to StubHub’s customers.  We look to be the best at systematically handling transactions, resolving customer issues, and being the final contact with the customer while maintaining our commitment to excellence.

JOB RESPONSIBILITIES: 

• Identify problematic orders relating to fulfillment and proactively resolve to meet the customer needs and expectations
• Work cross-functionally with Customer Service to address any Sourcing/Shipping related questions
• Work on special projects that require analysis and evaluation of data
• Respond to customer email inquiries in a timely & professional manner
• Provide a high level of service both through email and the phone with a demonstrated ability to make a fan connection – top notch customer service skills
• Take responsibility for customer issues by setting clear and reasonable expectations
• Demonstrate consistency
• Develop and maintain knowledge of StubHub’s products and service.

COMPETENCIES:

• Demonstrate strong active listening, speaking, writing, and reading comprehension skills.
• Communicate with customers as an ambassador of StubHub.
• Demonstrate consistency by reasonably following all proper contact handling procedures.
• Demonstrate personal and professional conduct that is consistent with StubHub’s values.
• Help identify solutions to problems and provide feedback for appropriate solutions.
• Demonstrate proficiency in the technical and business skills necessary to perform all aspects of the job effectively.
• Is familiar with and adheres to established StubHub corporate and Customer Service policies and procedures.
• Meet or exceed team productivity, quality and team metrics.
• Knowledge of StubHub programs - Siebel, Team Works, Share Point
• Must have strong ethics and discretion while handling customer information
• Must be organized and able to multitask and work effectively in a fast-paced environment
• A positive “can-do” attitude
• Continual display of initiative to take on additional responsibilities towards professional growth
• Must be able to interact with all levels of the company

QUALIFICATIONS: 

• 2 yrs. of Customer Service experience required 
• 1 yr. experience working with escalated issues preferred
• Must have excellent Microsoft Excel & Word skills
• High attention to detail with strong problem-solving skills
• Excellent verbal and written skills – ability to communicate clearly and concisely
• Must have some flexibility when it comes to working overtime
• Must be able to work in the the Draper, UT office