Web Operations Rep Jobs

Position
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

• Coordinate monthly meetings with Customer Service to review topics and provide business updates
• Provide operational support and guidance for CS call center (order inquiries, cancellations)
• Prepare documentation for Paypal disputes and respond within the associated timeframe
• Chargeback Management: research pending disputes and provide AR with necessary supporting documentation, maintain data log and update information for the monthly KPIs
• Respond to distribution communications for discrepancies and reconcile across systems
• Participate in monthly fraud calls and provide pertinent information to be reviewed
• Create replacement and sample orders as needed
• Update Ticketing system with concise information
• Collaborate with Operations and cross-functional teams to identify opportunities for process improvement and improved customer satisfaction
• Assist with Consumer Affair inquiries for alleged product experiences, which include allergic reactions, quality issues, and/or personal property damage
• Monitor system interfaces to ensure web order flow and fulfillment
• Identify issues, bugs, regressions and escalate to Supervisor to ensure timely remediations
• Track transportation claims opened by CS for lost/damaged packages, submit documentation and ensure adequate resolutions
• Conduct weekly sku availability analysis
• Liaison with distribution center on customer returns and process refunds in banking portal

SUPERVISION RECEIVED

• Reports to Web Operations Supervisor

ORGANIZATIONAL STRUCTURE: INTERNAL INTERFACE

• Distribution center
• Operations team
• NYC Web business team
• IT department local & central (France)
• Accounts Receivable
• Finance
• Human Resources

ORGANIZATIONAL STRUCTURE: EXTERNAL INTERFACE
All third-party Ecommerce Business Partners
Profile

• Well-organized and able to multi-task effectively
• Intermediate skills in Microsoft Office Suite (Excel, PowerPoint, Word, Visio) Advanced skills +
• Minimum 3 to 4 years web operations experience, including web-based systems
• Ability to multi-task and manage several tasks simultaneously in a fast-paced environment
• Knowledge of Salesforce, Cybersource (PSP), AX (ERP), Scale (WMS/Logistics), Biztalk (Middleware)
• Strong oral and written communicative skills (Bi-lingual English/French is a plus)
• Experience with large database and inventory management
• Capacity to work in an Agile environment & comfortable with Agile processes