E-commerce Operations and Resolutions Specialist

6 months ago

Auckland City, New Zealand EPAY New Zealand Limited Full time

Oversee end-to-end order processing for online customer orders, B2B & B2C transactions. This includes managing Autoprocessing for corporate rewards and incentive programs, as well as manually processing corporate orders.
- Implement and optimize systems to enhance order fulfilment efficiency.
- Manage replacement, returns and disputes associated with customer orders, ensuring through investigations and resolutions aligned with our commitment to exceptional customer service.
- Coordinate with finance and claims management teams to integrate replacement, returns, and dispute resolution seamlessly into the broader order fulfilment framework.
- Develop weekly reports for disputed, queried, missed SLAs, or claimed fraudulent orders, providing them to relevant department managers and the COO.
- Conduct thorough investigations into potentially fraudulent activities associated with e-commerce sales transactions.
- Implement robust fraud prevention measures to fortify the security of online transactions.
- Deliver exceptional customer service by promptly addressing and resolving order-related inquiries, disputes and concerns.
- Collaborate with marketing, customer service and scheme team to elevate the overall online shopping experience.
- Take on a pivotal role in training and retraining initiatives for staff, ensuring mastery of new processes and proficient handling of complex accounts requiring manual processing,
- Develop comprehensive training materials and documentation to facilitate effective knowledge transfer. This includes process document writing for the new in-house fulfilment deals to ensure we meet standards and service level agreements (SLAs).
- Proactively identify opportunities for process and system enhancement within the e-commerce fulfillment context.
- Monitor and maintain optimal stock levels to proactively meet customer demands.
- Supervise the order management process for timely delivery, overseeing consignment tracking, and notifying the courier company in case of stagnant movement.
- Take charge of activation requests from both B2B and B2C customers, ensuring a swift response within 24 hours. Collaborate with the Shared Services team to ensure efficient processing and follow-through on activations.
- Demonstrate proficiency in communication with courier partners to address any shipping issues and promptly report any suspicious activities.
- Perform general administrative duties to maintain smooth operations.
- Undertake other duties or special projects as assigned by the management.

**EXPERIENCE AND QUALIFICATIONS REQUIRED**
- Minimum three years of experience in operations, order processing, claims management, and fraud prevention.
- Familiarity with processing and loading claims, including User Acceptance Testing.
- Strong analytical and problem-solving skills, with attention to detail.
- Previous experience in a leadership or senior role.
- Excellent communication and interpersonal skills.
- Proven collaborative team player with the ability to plan and assign tasks.
- Exceptional attention to detail, ensuring adherence to standards and Service Level Agreements.

**BENEFITS**:
Competitive salary, vibrant working environment, and the opportunity to thrive in the fast-paced e-commerce industry. Enjoy the added perk of staff buying privileges, allowing you to purchase our exceptional products at a special staff discount. Join a team where precision meets innovation, and your skills make a lasting impact.

**DOES THIS SOUND LIKE YOU**:

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