Web Operations Rep

  • Location: East Brunswick, NJ
  • Type: Contract
  • Hybrid
  • Job #8522

 

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)
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