Working with the Assistant Manager - Digital Operations, this candidate needs to ensure that all E-Retail operations are processed with efficiency. S/he will be responsible of order review, order processing, performing fraud prevention activities, as well as researching and solving post sales issues. When necessary, S/he will also need to interact with our clients providing them with the best experience, with third party vendors (such as carriers and financial institutions) and with cross functional teams to keep our E-Retail functions at the best quality.
Duties and Responsibilities
Review HK/TW E-Retail orders, ensure that orders are processed with efficiency:
- Actively monitor the order flow lifecycle (including backorders) and identify any stuck orders
- Perform fraud screening and review orders with a variety of tools to identify high risk transactions. Whenever needed, contact clients directly to review the orders placed online
- Produce reports to analyze traffic/fraud data, identify and counter behavioral patterns
- Implement processes and strategies to reduce chargeback risks and minimize financial loss
- Follow up on and track resolution of clients’ order-related complaints
- Follow up on and resolve shipment and delivery issues
- Monitor and process returns, exchanges and refunds
- Technical troubleshooting and raising of incidents with IT/warehouse
- Be the bridge between Digital Team and Client Services Center, to ensure that operational requests are followed through timely, and SOPs are well communicated
- Provide suggestions to optimize existing workflows, in order to scale the business
Be the point of contact:
- Coordinate and lead from a business perspective multiple UAT projects (e.g. operations, delivery, payment, fraud review), ensuring a throughout tests of all possible business scenarios and a smooth go-live
- Participate in workshops, user acceptance testing and transition towards production when new features are being deployed
- Interact with our clients providing them with the best experience
- Work closely with other cross-functional teams within Louis Vuitton (e.g. Finance, Warehouse, IT, Stores) as well as external service providers (e.g. last mile carriers and financial institutions)
