Job Description

We are seeking a highly motivated eComm Ops Specialist to play a key role in delivering an exceptional consumer experience, ensuring operational excellence, and minimizing risk across our order management processes. This position is critical in maintaining strong relationships with customers, internal teams, and external partners while ensuring smooth order processing, accurate reporting, and timely resolution of issues.

Key Responsibilities

CUSTOMER SERVICE

• Reinforce a positive and supportive day-to-day team environment.
• Own the order from creation through product delivery to ensure customer satisfaction and that proper expectations are met.
• Build strong relationships with site managers, order managers, and IT by focusing on customer needs, problem solving, and follow through.
• Effectively communicate order status with internal teams to ensure accurate information and resolution to front-line consumer service teams. Respond to escalated Salesforce cases with timeliness and accuracy.
• Create orders in SAP troubleshooting existing orders, process consumer warranty claims and spare parts requests to ensure customer satisfaction and return business.
• Investigate and resolve order errors that impact the consumer.
• Follow process and procedure to issue appeasement and return refunds.

RISK MANAGEMENT

• Utilize Adyen to identify high risk transactions for manual fraud review.
• Review high risk transactions to make accept/reject decision and minimize fraudulent purchases.
• Complete basic fraud/chargeback analysis and prepare simple rules in Adyen.
• Investigate and defend chargebacks in Adyen and PayPal.

SYSTEM MONITORING AND ORDER BOOK MANAGEMENT

• Closely monitor existing orders in SAP and Magento to ensure timely shipment to the consumer. Investigate all open orders, make cancellation/backorder decisions, and ensure customers are notified of any delays or changes in status.
• Monitor returns and credits to ensure customers are refunded within the SLA.
• Identify and troubleshoot orders stuck in processing (EOM) to ensure orders flow into SAP in a timely manner.
• Identify and investigate issues on platform, file and follow up on tickets, and partner between various IT teams and site managers to ensure issues are resolved.
• Complete payment reporting to ensure shipped orders are settled and returned orders are refunded.

Qualifications

Required Education & Experience

• High School Diploma or equivalent.

• 1–3 years of customer service experience, ideally in a D2C or eCommerce environment.

Qualifications, Skills & Competencies

• Experience using SAP or similar order management/Point-of-Sale systems.

• Proficiency in Microsoft Office Suite (Outlook, Excel, Teams, SharePoint).

• Experience with Salesforce or similar CRM tools.

• Strong interpersonal skills with the ability to empathize with customers in tense situations.

• Self-driven and accountable, with a focus on achieving targets.

• Ability to adapt to changing priorities and business needs.

• Excellent communication skills and confidence to work independently across multiple business areas.

Additional Information

• Contract : Permanent, full time
• Location : Ogden