Summary:
Ideal schedule: Monday, Thursday, Saturday 7:00am-5:30pm and Friday 8:30am-7:00pm central time
The Ecommerce Finance Specialist responds to customer inquiries regarding orders, billing inquiries and technical problem notifications. The individual in this role will also document customer trouble reports and escalate according to established standard operating procedures. Additionally, he/she will review requests, contact customers to clarify requests and ensure all necessary information is included and may route requests to the appropriate department.
The Ecommerce Finance Specialist will maintain prompt, efficient and accurate data entry to ensure customer issues are solved timely and exhibit superior customer service.
Responsibilities:
• Monitor and maintain customers accounts and ensure customer information is accurate and up to date in the customer service management (CSM) system as needed.
• Use a variety of methods to professionally communicate with internal and external customers throughout the business day regarding order submission and credit card transaction issues; work to resolve in a timely and efficient manner.
• Compile information to update and generate specified reporting according to standard operating procedures.
• When funding is denied, contact customer for payment; when customer is unable or unwilling to pay.
• Review written orders for invoice address that is different from delivery address; reach out to our bank for them to complete a credit check with the issuing bank to prevent fraud.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Assist in the development and maintenance of departmental standard operating procedure documents.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.