eCommerce Coordinator - Order Review, Payments and Fraud

Hermès • Full-time • New York, NY, US • 3w ago

The Team:

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs.

The Opportunity:

As the eCommerce Coordinator - Order Review, Payments and Fraud, you will support the team in all operational tasks including order review, payments, fraud and abuse monitoring and reporting, claims, and additional eCommerce operations tasks that require efficient time management skills to meet business needs and deadlines. In partnership with your manager, you will support and complete reports to propose areas of improvement and process evolutions related to order review and payments and fraud. You will work on operational responsibilities related to client services and help to elevate the overall client experience and partner with your manager and the Client Relations Training & Development team leaders to assist with training initiatives.

About the Role:

Support eCommerce Client Relations team with order review, fraud monitoring, claims, returns, and additional tracking needs
Assist with reporting needs and teamwide communication of analysis
Respond to chargebacks with attention to detail while adhering to strict deadlines
In partnership with Manager, report order cancellations and fraud
Specialize in gathering data and drawing compelling conclusions from it
Showcase and implement product knowledge, while conveying the Hermès style, values, and vision
Maintain confidentiality and company policies for data protection and security
Adhere to all Hermès policy & procedures relative to role and responsibilities
Uphold high client expectations in every interaction
Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Supervisory Responsibility:

Budget Responsibility:

Decision Making Responsibility:

YES - customer experience and follow-ups

About You:

Some weekend hours required
1-2 years of experience in a similar role or experience working with clients
Strong ability to exercise appropriate judgment
High level of attention to detail
Proven excellence in communication skills (verbal and written) and ability to multitask
Established knowledge of Microsoft Excel and Word
Knowledge of French is helpful.

The hourly range for this position is $28.64 - $33.85. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations."A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"