Job Description
As a member of the Online Operations Team, the Coordinator receives, researches, and responds to daily operations requests to ensure High Touch service is delivered to our internal and external customers. Requests are complex in nature and are frequently related to escalated customer situations. Troubleshooting requires in-depth knowledge of multiple systems and tools as well as interaction with brand ecommerce teams, production support and engineers. Flexibility is requirement to work evenings, weekends and holidays as needed for team coverage.
Key Responsibilities:
Support for Operations Requests
Receive, research, and respond to daily operations requests. Troubleshoot customer and systems issues and respond promptly. Requests are primarily from Customer Service, and encompass a wide range of complex situations, including:
Brand site issues preventing checkout, including promotion issues
Order processing/fulfillment questions and issues
Online customer account questions and issues; including Loyalty accounts, auto-replenishment and password maintenance
Subject Matter expert as it relates to backorder report processing. The Coordinator will be responsible for pulling the weekly backorder reports, updating each line item with the appropriate actions needed and uploading the reports for our partners to complete outreach to customers and any order cancellations
Documentation Management and Communication
The Coordinator will support updates to the Operations Guidebook documentation to ensure it is current and easily accessible by all team members
Distribute alerts, incident notifications and promotion updates that require immediate communication via email as needed
Assist with new account creation for Live Engage and Kana, primarily during the peak preparation period
Qualifications
Experience Required:
Position requires 2+ years related experience in Customer Service or Operations
Familiarity with Estee Lauder Companies’ brands and products preferred
A full understanding of the Internet and the online shopping experience
Ability to communicate clearly and professionally, both verbally and in writing
Strong decision making and analytical abilities
Strong detail orientation and communication/listening skills
Aptitude for problem solving
Ability to multi-task and prioritize work
Possess a strong work ethic and team player mentality
Proficient in Microsoft Office with ability to learn new systems and technology quickly
Flexibility to work evenings, weekends and holidays
Job: Marketing
Primary Location: Americas-US-
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2223189