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(Contractor) eCommerce Experience Specialist

Department: Retail, Sales and Commercial

Location: Hilversum

Req#: 5155

At Sonos, we are committed to establish a leading direct-to-consumer channel to educate and convert consumers into Sonos users and advocates in the most premium way. We are looking for a Contractor to support our Team for 12 month.
You are responsible for our online and pre-sales one-to-one customer experience, end-to-end from brand and product education, conversion, and post-purchase assistance up to delivery of the goods.
You provide a premium experience to end-customers and businesses by responding to inbound phone, email and chat enquiries. You also participate in a range of Direct Sales activities for Sonos in Europe.

About You

You want to be part of a team.

You come with new ideas and a unique point of view. You look forward to collaborating with a diverse team of talent. You assume everyone’s best intentions, welcome a healthy debate, and embrace differing opinions. You eagerly seek and give help. Transparency tops your list of values, and you proactively contribute to a culture of respect and inclusion.

You enjoy a challenge.

Inquisitive and focused, you see every challenge as an opportunity. You’re ambitious and comfortable making mistakes because you learn from them and bounce back quickly. You would rather create the future than wait for it. You prioritize long-term value over short-term objectives.

You love to listen.

You approach every interaction with curiosity and a desire to understand. You want to make a positive impact in the world. You’re passionate about culture and know the power that music, film, podcasts, games, and stories have to bring people together.

What You’ll Do
  • Respond to phone, email and chat enquiries within the defined Service Level Agreements during assigned shifts
  • Be the most knowledgeable Sonos employee in the area of our products, customer insight/experience, common questions, barriers to purchase and feature requests. Document these learnings in a way that can be analyzed and used to improve the business
  • Have a focus on customer conversion (Sales) and driving revenue
  • Participate in the implementation of new Direct Sales activities for the Team
  • Individually meet or exceed department KPI targets
    • Revenue, Conversion, Customer Satisfaction, Productivity, Accuracy
  • Provide frictionless experiences to ensure customers get the premium service they expect from Sonos
  • Place orders for customers and convert them via the provided tools
  • Understand and navigate our systems
  • Expert at employing tools to troubleshoot and resolve post-purchase issues:
    • Payment issues, Transit inquiries, Returns, Retroactive credits, Missing deliveries, damaged on arrival, canceling orders, modifying orders, etc.
  • Interface with different departments and outsource partners:
    • Outsource Team, Dispatch Center, Logistics, Finance, Operations, Planning, Care, Go-To-Market, etc.
Skills You’ll Need
  • Must love Music!
  • Fluent in spoken and written Dutch and English. 3rd European language is a plus
  • Sales-minded individual with an attention to detail
  • Customer-service oriented with excellent communication skills
  • True team player
  • Experienced with networked devices, you love your gadgets and you are at ease with using and discussing the latest technology
  • Office tools (G Suite: mail, docs, slides, sheets, draw)
  • Experience with SalesForce Support Cloud (CRM) and/or Commerce Cloud is a plus
  • Light knowledge of order flow, logistics and ERP software (Great Plains, SAP)
  • Driven individual, you push the boundaries and think long-term

More About Sonos

Sonos is a sound experience company. We pioneered multiroom wireless audio, made it sound amazing, and changed the way people listen, making it effortless for them to enjoy what they want, where they want, how they want.

Today we continue empowering listeners by developing new technologies, thoughtfully designing products, expanding our software platform, and crafting brilliant sound experiences while participating in a culture that values respect, transparency, collaboration, and ownership.

Together we’re working to positively impact the world and inspire everyone to listen better—because listening brings people together, builds understanding, drives change, and makes us happier.

Notice to European Job Applicants: Information you submit as a part of your job application will be used in accordance with Sonos EU Job Applicant Privacy Notice.

Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Follow the links to review the EEO is the Law poster and its supplement. The pay transparency policy is available here. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.