E-commerce Finance Call Center Specialist

About the role

The Opportunity 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.

Responsibilities

• Customer Service & Account Management
  • 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
• Payment Processing & Fraud Prevention
  • Contact customers when funding is denied to arrange alternative payment
  • Review written orders for invoice/delivery address discrepancies
  • Cook with banking partners to complete credit checks and prevent fraud
  • Process payment information according to standard operating procedures
• Documentation & Reporting
  • 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
• Team Collaboration
  • Participate actively in departmental meetings, training, and education
  • Assist with training other employees and provide backup coverage
  • Rout complex requests to appropriate departments as needed

Qualifications

• Education & Experience
  • Associate degree in accounting or related field (or equivalent work experience)
  • 1+ year of customer service or related experience
• Essential Skills
  • 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
• Personal Attributes
  • Work independently and collaboratively in a team environment
  • Maintain strict confidentiality
  • Respond professionally to difficult customer situations
• Work Environment & Schedule
  • Schedule Flexible schedule with ability to work extended hours when necessary
  • Must be available for evenings, weekends, and/or holidays
• Physical Requirements
  • Primarily sedentary work with computer and phone use
  • Occasional lifting up to 25 lbs.