Offer summary

Qualifications:

2+ years in a similar role, Strong analytical and problem-solving skills, Familiarity with order processing workflows and error resolution techniques, Excellent written and verbal communication skills..

Key responsabilities:

Ensure smooth customer experience by managing website orders and related business processes.

Identify and rectify order errors across multiple systems.

Communicate with stakeholders and coordinate with internal teams and vendors on unresolved orders.

Conduct daily health checks on processes and update training documentation as needed.

Job description

This is a remote position.

Job Highlights:

Contract: Independent Contractor
Permanent work from home
Monday - Friday
9:00 AM - 6:00 PM NSW timezone with 1-hour unpaid lunch break and 2 15 mins paid break

Role Purpose

As the Technical Administration Support, you are responsible for ensuring that website orders and related business processes are flowing end to end across our systems, ultimately ensuring a smooth customer experience. The aim of this role is to facilitate the process for failed processes that impact website order flow within our system, whilst proactively identifying said issues and working towards optimising our processes.

A primary responsibility will be ensuring that customers and suppliers are contacted, and solutions provided, in a timely and respectful manner. This encompasses situations that can arise from order update errors, failed orders and payments, discrepancies in data received from vendors. Further to this, you will be responsible for conducting daily health checks on all the prescribed processes and procedures that power the company's E-Commerce platform and escalating any issues that arise. This includes making sure that automated jobs have run successfully and completing a queue of escalated orders.

You will also be responsible for managing operations post-sale such as delivery issues, vendor claims, order tracking, and identifying operational issues. You will be in contact with internal teams such as Digital and IT, and third-party vendors to successfully complete the tasks in your role.

Key Responsibilities

Accurately identify the source of order errors that have arisen due to failed processes. This will involve using systems
such as Fluent, Mirakl, Infinity POS and SAP Commerce
Open, investigate and rectify failed website orders and failed website order updates, across multiple systems as required
Copy, paste, and decipher error messages from process task logs.
Follow documented procedures to fix order errors.
Collaborate with the tech team to flag recurring errors and seek assistance when necessary.
Maintain accurate records of order statuses and error resolutions.
Complete all prescribed jobs in the time allotted with a high degree of accuracy and attention to detail
Communicating with various stakeholders as needed
Monitoring of items rejects and the Escalation process in Fluent
Process all failed customer orders & related business processes on a daily basis
Each day any unresolved processes must include a detailed explanation outlining the cause of the delay
Send reminder follow-ups to stakeholders until the issue is resolved.
Continually update training documentation with any new errors or improved resolution processes
Communicate with stakeholders as needed
Collaborate with Suppliers and Digital Technology team on recurring issues
Coordinate with internal teams and third-party vendors to follow up on unresolved orders as needed
Coordinate post-sale operations: delivery issues, vendor claims, order tracking, and troubleshoot operational
challenges

GENERAL RESPONSIBILITIES

Actively contribute to a positive work culture.
Observe and adopt the company brand values.
Ensure that timely completion of all company directed learning and development initiatives.
Undertake any other reasonable duties as required.
Ensure health and safety matters are raised at an appropriate level.

COMPETENCIES

Technical Level of competence required for the role
Familiarity with order processing workflows and error resolution techniques.
2+ years in a similar role
Strong and proactive analytical and problem-solving skills
Documentation Skills
Passion for customer experience and optimisation (Customer-centric mindset)
Able to excel as a team player
Flexible and proactive attitude
Intermediate computer skills – MS Office (SAP, OMS desirable)

Behavioural

Takes personal responsibility for safety and actively promotes safety in the team and work environment
Proactively engages team and individuals using a range of communication means.
Understands, anticipates, and provides solutions to meet the needs of customers.
Understands and seeks to improve the Company’s competitive position.
Strong drive to achieve results and exceed expectations.
Able to evaluate situations and apply effective solutions to problems. Challenges existing systems and processes.

Non-Numerical

Team Cohesion
Highly proficient written & verbal English
Excellent communication and rapport building
Excellent relationship building and influencing skills
Ability to meet deadlines and manage multiple priorities
Organisational Skills & Systems
Continual Improvement process
Ability to work under pressure.
High degree of accuracy and attention to detail
Willingness to help

Benefits

15 days paid leave (eligible on their 3rd month)
Paid AU Public Holidays
HMO (eligible on their 3rd month)

Independent Contractor Perks:

Permanent work from home
Immediate hiring
Steady freelance job

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

ZR_20567_JOB

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