Job Description
We are seeking an ECOM CS & Operations Specialist to join our E-Commerce team at Atomic, one of the leading manufacturers of wintersports equipment and part of the Amer Sports Cooperation.
Key Responsibilities
* Order Flow Process Management:
Monitor, troubleshoot, and resolve order flow issues in multiple systems (e.g., ERP (SAP), OMS, Shop)
Oversee order book management correcting errors, ensuring efficient processing and delivery
Work closely with internal stakeholders to ensure open and unconfirmed orders are resolved promptly
Investigate and address incomplete orders, J0 orders, and backorders in Fluent
Post-Purchase Consumer Experience
* Manage Level 2 support and provide Level 3 support for escalations, including cancellations, returns, refunds, and warranty claims
Collaborate with Consumer Service teams (SF Consumer Service Cloud) to address complex customer inquiries and deliver timely solutions
Manage logistics and warehouse escalations, such as returns without RMAs, shipment refunds, misships, or price-matching requests
Fraud Management
* Develop and maintain risk profiles, conducting annual reviews and ongoing updates to minimize fraud exposure
Validate addresses and investigate suspicious orders, including chargebacks and stolen package claims
Conduct manual order reviews in Adyen and defend chargebacks in Adyen and PayPal by providing supporting documentation
Track and report on key fraud metrics (e.g., review rate, chargeback rate, individual/team rejection rate)
E-Commerce User Acceptance Testing (UAT)
* Serve as the point of contact for order-flow testing and development, identifying and communicating system enhancements
Open tickets and coordinate with internal or external partners to address any technical challenges uncovered in daily operations
Reporting & Continuous Improvement
* Generate ad hoc reports for ECOM teams and analyze data to identify improvement opportunities
Cooperate with finance teams to reconcile payment discrepancies between SAP and Adyen
Stay proactive in optimizing Adyen risk profiles to catch emerging fraud patterns promptly