ECommerce Operations Specialist
About The Position
The E-Commerce Specialist monitors and responds to merchant account disputes and chargebacks, and manually requests refunds when electronic refunds cannot be processed. The role also reviews order accuracy, identifies and acts on potential fraud using appropriate fraud platforms and resources, and prepares reports on monthly performance. The specialist collects account and order information for payment processor inquiries, updates customer and account records, assists with vendor orders and RMAs, and collaborates with merchandising, web development, ecommerce operations, and customer service teams. The position leads payment-processing fraud prevention strategies using pattern recognition and identity management techniques, and mentors and trains order-processing agents. Occasional travel and occasional weekend and holiday work from a remote office may be required to support training, launches, and critical project timelines. The anticipated compensation range is $40–$45 per hour. Work is performed in an office setting with moderate noise. The role is stationary and may involve frequent sitting or standing, repetitive wrist motions, and occasional lifting and other physical activities.
Requirements
- At least 2 years of experience conducting fraud review and/or merchant account oversight.
- Strong analytical, strategic-thinking, and problem-solving skills.
- Strong relationship-building skills with internal teams and external partners.
- Experience with merchant accounts, payment processors, and fraud tools.
- Proficient to expert experience with Microsoft Office Suite, including Excel, Word, and PowerPoint.
- English reading, writing, and verbal skills.
- College-level mathematical proficiency and ability to understand, interpret, and develop spreadsheet data.
- Willingness to travel occasionally for training and other ecommerce initiatives.
- Willingness to work occasional weekends and holidays from a remote office to support launches and critical project timelines.
Nice To Haves
- Bachelor's degree or equivalent experience.
Responsibilities
- Monitor ecommerce payment-processing merchant accounts and respond promptly to disputes and chargebacks.
- Collect account and order information to respond fully and accurately to payment processor inquiries, disputes, and chargebacks.
- Request manual refunds by check when transactions cannot be refunded electronically.
- Update customer and account records with actions taken regarding transactions.
- Assist with processing vendor orders and RMAs.
- Attend weekly team meetings and trainings to stay current on payment-processing fraud practices.
- Partner with ecommerce product merchandising, web development, ecommerce operations, and customer service to monitor potential fraud exposure and conduct order quality checks.
- Lead payment-processing fraud prevention by defining strategies using pattern recognition and identity management techniques.
- Mentor and train order-processing agents on fraud prevention and management best practices.
- Provide reporting that reflects monthly performance.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision care coverage
- Paid time off plan
- 401(k) Plan
- Flexible Spending Accounts
- Basic life insurance
- Short- and long-term disability coverage
- Accident insurance
- Teammate Assistance Program
- Paid parental leave
- Domestic partner benefits
- Mental, physical, and financial well-being programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
