Online Order Processing Specialist, E-Commerce

This position is in-office M-F 8:30-5pm

POSITION SUMMARY

The E-Commerce Order Processing Specialist is responsible for processing customer orders via internet, phone, and in-store, as well as entering information into internal systems, and providing excellent customer service.  This individual will be responsible for ensuring accuracy and efficiency in Order Processing, as well as maintaining a high level of customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Order Processing

• Processes all domestic and international internet, telephone, and store orders.
• Monitors inventory levels of products and communicates stock availability to customers. 
• Follows up with customers regarding backordered items.
• Reviews orders for fraud.
• Invoice Orders/Capture funds.
• Reviews & Selects Shipping Methods.
• Processes all Invoices and Shipping Labels.
• Captures funds and enter tracking information for drop shipped orders.
• Provides shipping quotes for international orders/ quotes.
• Processes all customer portion of back order and drop ships.
• Manages Customer part of Out-of-Stocks, Back-Orders, and Drop-Ship Orders, in partnership with the Purchasing Manager.
• Handles item inventory for bundles and creates Kit bundles. 

Shipments Tracking/Tracing

• Investigates all missing shipments, performs tracking, tracing.
• Manages Customer Communications for Missing shipments.
• Manages Replacement Orders for missing shipments.
• Manages claims with insurance for missing shipments.
• Submits shipping reports to insurance company, as appropriate.
• Conducts investigation regarding lost shipments.

Customer Service

• Provides in-person Customer service, including over-the-counter sales.
• Enters and processes phone orders.
• Handles all customer service emails.
• Helps Customers on phone and in-store.
• Processes order quotes when requested.
• Enters Purchase Orders for Net-30 customers.
• Generates Net-30 invoices for customers.

Returns

• Receives returns and prepares them for sale or return.
• Processes refunds and exchanges.
• Sends unsellable items back to vendors.

Reporting

• Generates weekly inventory reports.
• Submits inventory reports to vendors, and generates other inventory reports as requested.
• Maintains out of stock sheet and updates this on a weekly basis.
• Completes daily business reports.

Other

• Prepares labels and products for shipment; boxes and ships items as needed.
• Collects relevant information regarding chargeback disputes and submits chargeback information via online portal.
• Tracks and manages items in the repair queue.
• Performs all other duties as assigned in a professional and efficient manner.
   

QUALIFICATIONS

Skills and experience that would set you apart

• High customer service is key to this roles success
• Innovative approach to business
• Commitment to growing your career with us long term
• Experience with inventory management and Order Processing is ideal.
• Aviation experience/passion is a plus, and if you do not have that but have interest in the industry, that is great too.

Education / Work Experience Required

• High School diploma or equivalent is required.  Associates’ or Bachelor’s Degree in Business Administration, Accounting, or related field a plus.
• At least 1-2 years of experience in a customer service and/or Order Processing role is required.
• Experience in a retail environment, including monitoring campaign and merchandising performance is required.

• Accurate typing speed of at least 40 wpm.
• Proficiency with Microsoft Word and Outlook.
• Mastery of Excel and skill putting together complex spreadsheets. 
• Demonstrated proficiency in learning product specifications is required.
• Excellent written, verbal, and interpersonal communication skills, with proven ability to collaborate and communicate professionally and effectively with customers and employees.
• Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Ability to work independently, be a self-starter and take initiative to research, use analytical skills and problem solve.
• Applies logical thinking to identify and explain problems, collect data and establish facts, and create a valid conclusion or resolution to problems. 
• Collaborates with other employees and vendors/partners to achieve goals.
• Exercises good judgment and strong customer service skills.
• Highly detail oriented and organized, with excellent time management and project management skills and proven ability to meet deadlines.
• Committed to continuous improvement, and flexible to suggest changes in company policies and procedures. 
• Utilizes critical thinking skills to anticipate problems, identify potential solutions and recommend best course of action.

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to stand, walk, sit, stoop, bend, twist, and move items of up to 50 pounds.  The employee will regularly remain in an office at a computer work station and access and type information on a computer.  The employee is regularly required to speak to others in person, via telephone, and via video conference.  The employee is required to be mobile to, from, and within the office and warehouse.  

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