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DUTIES AND RESPONSIBILITIES: - Ensure consumer orders are fulfilled in a timely manner
- Retrieve and process orders daily from all e-commerce sites at the beginning of the shift and throughout the day
- Validate orders for Restrictions and Fraud
- Allocate and print Pick Lists
- Deliver Pick List to Shipping
- Cancel suspected fraud orders, make notes in CRM
- Review Nightly Log of declined credit card payments with Shipping Department to return shipments
- Forward to service to contact customer for valid payment
- Resend shipment if payment is received
- If fraud, complete a return credit for the product, flag the customer, make notes in CRM
- If fraud or nonpayment, cancel order on website, make notes in CRM
- Regularly check websites for outstanding orders that need to be processed
- Check unshipped orders to ensure the invoice processes
- Reconcile any chargebacks with Accounts Receivable and enter credits
- Enter notes on orders in the CRM or ERP where and when applicable
- Regular review of specials and discounts on websites with marketing teams
- Collaborate with e-commerce teams to improve overall e-commerce operations
- Proofing of websites
- End-user interface troubleshooting
- Report issues to front-end programmers
- Website data entry
- Daily review of consumer review platforms (ie: Trustpilot, Google reviews), respond, communicate, and elevate when applicable
- Other duties as assigned
QUALIFICATIONS AND REQUIREMENTS: - Experience in web-based customer service preferred
- Highly organized with excellent prioritization skills and attention to detail
- Technologically savvy-able to leverage computer software and cloud-based applications to more effectively complete tasks
- Proficient in Microsoft Office Products
- A plus if has experience with a customer relationship management (CRM) platform
Date Posted: 05 April 2025
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