eCommerce Fulfillment Specialist

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