Job Summary:The eCommerce Fraud & Operations Analyst, eCommerce Operations is accountable for the daily fraud mitigation execution activities for all Tempur/Sealy brands that is driven through digital channels. This includes the monitoring, evaluation and decisioning of orders placed through the website and call center. This role also will learn/train cross-functionally within eCommerce Operations in areas including: monitoring and maintenance of Product Reviews, website quality assurance (QA), ecommerce platform promotional set-up and execution, and Order triage processes.
Essential Duties, Responsibilities, and Key Results Area:
Daily monitoring of Wells Fargo and Credit Card orders through the established fraud mitigation processes across all TempurSealy eCommerce websites and channels, including Tempurpedic.com, Cocoonbysealy.com and TempurPillows.com.
Set up and execution of the fraud process for additional TSI websites/channels as launched.
Work directly with Wells Fargo to clear orders for shipment on a timely basis.
Monitor and execute Chargeback process for Wells Fargo and Credit Card orders.
Communicate and recommend process enhancements or changes.
Train as a back-up for monitoring of the Product Reviews submitted for publication to the TSI websites. This includes maintenance of the Spreadsheet Tracker, identifying customer issues in the reviews, tracking and working with Consumer Care/Support to resolve customer issues, working with the consumer to write a new review after issue resolution and publication of approved reviews to the website.
Train as a back-up for Monitoring and actioning order triage. This includes processing issues and communication to stakeholders of issues and resolution.
Train as a back-up for eCommerce platform promotional set-up and execution including offer set-up, content changes/updates, pricing changes, and quality assurance (QA)
Aid in the support of broader website quality assurance (QA) needs
Ad hoc work as needed. Other primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.
Other primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.
