The Web Operations Rep shall support all operational processes that impact the overall customer experience. Assist with daily operational tasks and maintain back-end functions including but not limited to, returns, refunds, transportation claims, chargebacks/disputes, replacement/sample orders and consumer affairs cases.
Based full time in East Brunswick, NJ office. Occasional travel to NY office and/or Cranbury Distribution Center as required.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Monitor system interfaces to ensure web order flow and fulfillment
- Conduct weekly sku availability analysis
- Respond to distribution communications for discrepancies and reconcile across systems
- Chargeback Management: research pending disputes and provide AR with necessary supporting documentation, maintain data log and update information for the monthly KPIs
- Participate in monthly fraud calls and provide pertinent information to be reviewed
- Prepare documentation for Paypal disputes and respond within the associated timeframe
- Create replacement and sample orders as needed
- Track transportation claims for lost/damaged packages, submit documentation and ensure adequate resolutions
- Provide operational support and guidance for call center (order inquiries, cancellations)
- Provide operational support and guidance for call center (order inquiries, cancellations)
Coordinate monthly meetings with Customer Service to review topics and provide business updates
Liaison with distribution center on customer returns and process refunds in banking portal
Identify issues, bugs, regressions and escalate to Supervisor to ensure timely remediations
Update Ticketing system with concise information
Assist with Consumer Affair inquiries for alleged product experiences, which include allergic reactions, quality issues, and/or personal property damage
Collaborate with Operations and cross-functional teams to identify opportunities for process improvement and improved customer satisfaction
QUALIFICATIONS & SKILLS REQUIRED
Bachelor’s Degree in either Operations, Business Management, or equivalent
Minimum 3 to 4 years web operations experience, including web-based systems
Knowledge of Salesforce, Cybersource (PSP), AX (ERP), Scale (WMS/Logistics), Biztalk (Middleware)
Capacity to work in an Agile environment & comfortable with Agile processes
Ability to multi-task and manage several tasks simultaneously in a fast-paced environment
DESIRED TRAITS
Team player with strong interpersonal and analytical skills
Results driven/pragmatic/detail oriented/self-motivated
Thrive in fast paced environment
- Strong oral and written communicative skills (Bi-lingual English/French is a plus)
