E-commerce Finance Call Center Specialist

Ashley Furniture Industries•Arcadia, WI

46d•Onsite

About The Position

We're seeking an Ecommerce Finance Specialist to join our Finance team in Arcadia, WI. This customer-facing role combines finance operations with exceptional customer service, supporting our growing ecommerce business. As our Ecommerce Finance Specialist, you'll be the primary point of contact for customer inquiries related to orders, billing, and payment processing. You'll resolve credit card transaction issues, prevent fraud, and ensure accurate customer account management—all while delivering superior customer service that reflects Ashley's commitment to excellence.

Requirements

Associate degree in accounting or related field (or equivalent work experience) - Required
1+ year of customer service or related experience - Required
Excellent oral and written communication skills
Excellent interpersonal skills and professional telephone etiquette
Strong attention to detail
Ability to remain calm in difficult situations
Effective time management and organizational skills
Analytical and problem-solving abilities
Proficient in Microsoft Office Suite and internet navigation
Ability to handle multiple tasks simultaneously in a fast-paced environment
Work independently and collaboratively in a team environment
Maintain strict confidentiality
Respond professionally to difficult customer situations
Working knowledge of Continuous Improvement methodologies
Demonstrate ethics, integrity, and trust

Responsibilities

Respond to customer inquiries regarding orders, billing, and technical issues
Monitor and maintain customer accounts in the Customer Service Management (CSM) system
Ensure customer information is accurate and up-to-date
Resolve order submission and credit card transaction issues promptly and efficiently
Display empathy, understanding, and patience in all customer interactions
Contact customers when funding is denied to arrange alternative payment
Review written orders for invoice/delivery address discrepancies
Coordinate with banking partners to complete credit checks and prevent fraud
Process payment information according to standard operating procedures
Document customer trouble reports and escalate per established procedures
Compile information to generate specified reports
Assist in developing and maintaining departmental standard operating procedures
Maintain accurate and timely data entry
Participate actively in departmental meetings, training, and education
Assist with training other employees and provide backup coverage
Route complex requests to appropriate departments as needed