Birkenstock USA, LP 100 Wood Hollow Drive, Suite 100 Novato CA. 94945
www.birkenstock.com/us
At Birkenstock, our business is a reflection of who we are. We have a passion for our products, an appreciation of their
heritage and a genuine belief in their benefits. Our business is a reflection of what we represent - quality products that
are comfortable, unique, timeless and respectful of the world around us. Our mission is to deliver happiness and
satisfaction.
To provide quality products and services, we need quality people. We are looking for talented people who share our
values of accountability, responsiveness, excellence, teamwork, respect, integrity and a positive attitude.
JOB TITLE: Digital Customer Service Associate
LOCATION: California Residents Only
REPORTS TO: Manager, CS Direct to Consumer
TYPE: Non-Exempt Part-Time
PAY: $25/hour
OVERVIEW
Digital Customer Service Associate (Part-Time)
The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable working across
multiple systems and applications simultaneously. This position contributes to both individual and
team Service Level Agreement (SLA) goals while fostering positive relationships with customers and
representing the Birkenstock brand with professionalism and integrity.
Core Competencies & Qualifications
• Proficient in navigating multiple systems, software applications, and databases
simultaneously while maintaining accuracy and efficiency.
• Advanced working knowledge of Microsoft Office Suite, including Outlook, MS Teams
• Exceptional multitasking, organizational, and time-management abilities with a
demonstrated capacity to manage competing priorities.
• Strong analytical and critical thinking skills with excellent judgment and decision-making
capabilities.
• Maintains a professional, courteous, and brand-positive demeanor in all customer
interactions, regardless of situation or channel.
Birkenstock USA, LP 100 Wood Hollow Drive, Suite 100 Novato CA. 94945
www.birkenstock.com/us
• Identifies and appropriately escalate questionable customer activities, policy violations, or
potential fraudulent transactions in accordance with company procedures.
• Leads every customer interaction with empathy, actively listening to understand customer
concerns while delivering solutions that create positive experiences and build customer
loyalty.
• Use sound judgment and critical thinking to resolve customer issues while balancing
customer satisfaction with company policies and business objectives.
Essential Responsibilities
• Deliver exceptional Omni Channel support through phone, email, chat, and SMS.
• Assist customers with inquiries regarding products, order status, website navigation,
promotions, shipping, returns, research UPS Shipping issues, exchanges, and company
policies.
• Create a positive customer experience by striving for first-contact resolution whenever
possible.
• Meet or exceed individual and departmental Service Level Agreement (SLA) goals.
• Accurately document all customer interactions, resolutions, and follow-up actions.
• Offer alternative products, solutions, or recommendations to best meet customer needs.
• Maintain an elevated level of productivity, quality, and professionalism in a fast-paced, multi-
channel environment.
• Represent and promote the Birkenstock brand and products with enthusiasm and
confidence.
• Utilize CRM, order management (OMS), payment processing, and fraud detection systems
(Adyen, Signifyd) to support customer inquiries, monitor order activity, and ensure seamless
customer experience.
• Manage customer interactions and order activity across multiple systems to ensure timely
issue resolution and accurate order processing.
Qualifications
• Able to work independently with minimal supervision while collaborating effectively within
team environments.
• Professional, customer-focused demeanor with the ability to remain calm and composed in
challenging situations while managing escalated customers.
Birkenstock USA, LP 100 Wood Hollow Drive, Suite 100 Novato CA. 94945
www.birkenstock.com/us
• Meticulous with a strong commitment to accuracy, quality, and follow-through.
• Positive, adaptable, and service-driven mindset with a collaborative “can-do” approach.
• Experienced in promoting products, programs, and services during customer interactions to
support business objectives.
• Flexible and dependable, with availability to work weekends, holidays, overtime, and varying
schedules as needed.
• Experience with Gladly CRM and IBM Order Management System (OMS).
• Spanish, French, Portuguese, or German language skills.
Why Join Birkenstock?
As a part-time employee, you will enjoy benefits that support both your work and lifestyle, including:
• Competitive hourly pay
• Three free pairs of Birkenstock shoes annually
• Generous employee, friends, and family discount program
• Holiday Pay
• Paid Time Off (PTO)
• 401(k) program with a 5% company contribution
Most importantly, you will be part of a company whose products bring happiness, comfort, and
satisfaction to customers around the world.
How to Apply
Please submit the following:
• Submit Resume
• Cover Letter
• Weekly Availability
Email: usacareers@birkenstock.com
Subject Line: Digital Customer Service Associate – PT
BIRKENSTOCK USA, LP IS AN EQUAL OPPORTUNITY EMPLOYER. We are committed to fostering
a diverse and inclusive workplace where we value and respect our employees.
BIRKENSTOCK USA, LP IS AN EQUAL OPPORTUNITY EMPLOYER.
Proficient in Microsoft Office Suite, Outlook, MS Teams; experience with Gladly CRM and IBM OMS; ability to work weekends, holidays, overtime, and varying schedules; multilingual skills in Spanish, French, Portuguese, or German preferred.
Key Responsibilities
- supporting customers
- resolving inquiries
- documenting interactions
Skills & Tools
Microsoft Office, Microsoft Outlook, Microsoft Teams, Gladly CRM, IBM Order Management System, Adyen, Signifyd
Job Details
- Category: Customer Service
- Seniority: No Prior Experience Required
- Commitment: Part Time
- Workplace: Remote — California, United States
- Salary: USD 52,000 – 52,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About BIRKENSTOCK
A footwear company delivering quality products and customer satisfaction. — Industry: Retail and Wholesale