Responsibilities
- Perform customer account reconciliation by reviewing transactions, refunds, returns, and order discrepancies.
- Investigate and resolve backend discrepancies related to orders, payments, and refunds.
- Collaborate cross-functionally with departments including Marketplace, Accounting, Logistics, and Customer Service to resolve issues.
- Identify trends, recurring issues, and process gaps; recommend improvements to enhance operational efficiency.
- Assist with Return Merchandise Authorization (RMA) reconciliation and tracking.
- Ensure accurate documentation of findings, actions taken, and resolutions.
- Escalate complex discrepancies or systemic issues in a timely manner.
- Provide backend support to customer service operations as needed.
- Proactively adapt to evolving workflows and new technologies, ensuring operational efficiency as system requirements change.
- Identify current issues and processes that can be evolved into more efficient workflows
Requirements
- Strong proficiency in Microsoft Excel and Google Sheets (pivot tables, VLOOKUP/XLOOKUP, data analysis).
- High attention to detail with strong analytical and problem-solving skills.
- Ability to work with large datasets and identify discrepancies.
- Strong organizational and documentation skills.
- Effective written and verbal communication skills for cross-functional collaboration.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Demonstrates initiative, accountability, and adaptability.
- Maintains composure under stress.
- Willingness to work weekends when necessary.
Additional Information
- Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms)
- SAP (preferred)
- Marketplaces (preferred)
- Ability to type 40 WPM
- Zendesk
- Asana
- Willingness to work weekends when necessary
