Responsibilities
- Identify, troubleshoot, and escalate order-related issues that may affect fulfillment, payment processing, or customer experience.
- Oversee operational processes for orders, returns, refunds, and payment exceptions to ensure accuracy, compliance, and customer satisfaction.
- Support investigations into payment disputes, delivery claims, and account discrepancies in collaboration with Logistics and Customer Service teams.
- Ensure operational issues are identified, addressed, and escalated appropriately to maintain business continuity and customer trust.
- Act as a primary operational point of contact for Customer Service escalations regarding customer inquiries.
- Ensure timely resolution of customer-impacting issues and drive clear communication when service disruptions or internal issues occur.
- Support customer recovery efforts through appropriate resolution tools, messaging, and remediation strategies.
- Partner with IT teams to address technical or integration issues affecting order management platforms and ERP systems.
- Document and maintain operational processes, guidelines, and best practices to drive consistency and efficiency.
- Identify recurring issues or trends and recommend process improvements to reduce friction and operational risk.
- Track and report on key operational activities and issues to support visibility and informed decision-making.
- Provide insights into case drivers, trends, and operational performance to help guide process optimization efforts.
Other
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