eCommerce Fulfilment Officer

18 hours ago

Auckland, Auckland, New Zealand Epayworldwide Full time

We are looking for two new staff who have experience in eCommerce (direct selling channel) sales orders fulfilment who are also comfortable working in a fast-paced environment. This is a permanent full-time role based in our Auckland office, working a minimum of 40 hours per week. The e-Commerce Fulfilment Officer will be responsible for the entire process of fulfilling orders on multi-platforms. This includes daily orders for B2B, B2C, Corporate clients, and Rewards & incentive programs. Monitor the social media platforms, particularly online customer reviews and comments. Manage customer enquiries/issues and general administrative duties.

RequirementsTasks / Duties
  • Order fulfilment for all channels – Online B2B & B2C, auto-processing for corporate rewards and incentive programs and manual corporate orders. This includes releasing our digital product orders in a timely manner.
  • Oversee the client order management process and ensure orders are delivered within the agreed timeframe. This includes tracking the consignment and notifying the courier company when there is no movement.
  • In charge of Click and Collect orders and send an email confirmation to customers when the order is ready for collection.
  • Identify and report online fraudulent credit card transactions to the Risk and Compliance Department.
  • Review daily bank transaction history and release pending orders.
  • Responsible for activation requests from B2B and B2C customers and action them within 24 hours. You will liaise with the Shared Services team to ensure activation is processed and followed through.
  • Deal with customer enquiries and escalate issues to the Fulfilment Team manager when appropriate.
  • Ability to liaise with courier partners for any shipping issues and report suspicious activities.
  • Manage order returns effectively, record return details, contact the customer, and arrange redelivery as needed.
  • Work closely with internal key personnel such as the Corporate B2B Channel Manager, Distribution & Logistics Manager, and Finance Team regarding customer requirements, inventory levels of the third-party cards, card stock, fulfilment inserts and envelopes, and other office supplies you need to dispatch orders on time.
  • Liaise with the B2B Corporate Channel Manager and Marketing team to ensure that online campaigns align with fulfilment processes.
  • Perform other duties or special projects as assigned.

Essential skills:

  • Prior experience with online order processing, online payment processing, or any other related experience with the financial services industry or other entities where online sales contribution is paramount.
  • Exposure to prepaid gift card business operations, including online sales traffic, and comfort with online sales platforms due to complexities in our product and pricing portfolio.
  • Ability to detect fraudulent payments and comfort with payment sighting, cash transactions, and exposure to cash reconciliation.
  • Beneficial to have prior experience with processing sales data, both online and on-site sales, and the ability to analyze social media audiences and identify opportunities.

Essential attributes:

  • Possess exceptional attention to detail.
  • Can work under pressure and multi-task.
  • Customer service oriented.
  • Self-motivated and able to work independently.
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