Processes and manages eCommerce orders, change orders, returns, cancellations, credits, chargebacks, fraud-related reviews, and shipping issues. Coordinates with warehouses and customers to resolve problems promptly and maintain high satisfaction. Handles complaints and follow-ups while ensuring accurate order sources and freight processing. Requires strong organization, communication, problem-solving, attention to detail, Microsoft Office proficiency, reliable attendance, and the ability to pass physical, human performance, and drug-screening evaluations.
Position Overview
The eCommerce Order Specialist will perform a wide variety of activities regarding online ordering, including but not limited to; processing online orders, fraud detection, customer follow-ups, returns processing, credit reviews, credit refunds, addressing shipping issues. The incumbent will have a passion for serving customers placing online orders, using professionalism to ensure a positive experience.
Primary Job Functions
The primary job functions include, but are not limited to:
- Process new orders placed through the Arnold Oil Company eCommerce platform
- Manage change orders when necessary
- Manage the source of the orders (Distribution Center, Store Location, etc.)
- Process all types of returns: General, defective, damaged
- Ensure processes are in place for timely warehouse feedback, including resolution and communication with customer
- Process customer credits and chargebacks, the GOAL being to keep customer complaints at zero and satisfaction at 100%
- Address customer complaints in a timely fashion
- Manage customer cancellations immediately
- Process and handle all freight and any issues that may arise when shipping items.
- Other tasks as assigned by management
Qualifications
Skill Requirements
The skill requirements include, but are not limited to:
- Ability to thrive in a fast-paced by effectively managing orders and returns, providing excellent customer service
- Excellent organizational and time management skills
- Proactive approach to problem solving and process improvement
- Ability to work independently and as part of a team
- Proficient with use of Microsoft Office® programs (Excel, Outlook)
- Strong written and verbal communication skills
- Good understanding of and adherence to Company policies and procedures
- Keen attention to detail
- Must maintain regular and prompt attendance
- Ability to maintain strong relationship with team members
- Attitude that supports the Company’s goals and values
- Ability to read and write English
- Must pass a physical, human performance evaluation and drug screening
Experience Requirements
Prior experience with eCommerce preferred, but not required
Education Requirements
High School Diploma or GED preferred
Certification Requirements
N/A
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