Ecommerce Manager Delivery Claims & Incidents Job at Chat3D (Manhattan)

Job Description

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs. As eCommerce Manager - Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions. You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team. Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions. As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.

Job Responsibility

Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions
Explore opportunities to automate manual processes in tracking and monitoring cases
Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business
Support with manual order review and communicate on unusual shopping patterns and risk of fraud
Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team
Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for
Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team
Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards
Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents
Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations
Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Requirements

BA or equivalent, preferred
Weekend hours required throughout the year, as needed
Minimum of 3-5 years in a similar role and environment, preferred
Previous people management experience required
Proficient in Microsoft Office Suite
Advanced Excel Training
Adept at project management with strong ability to handle complex projects simultaneously
Demonstrated ability to work cross-functionally
Excellent written, verbal, and interpersonal skills
Passion for gracious leadership and mentorship

What we offer

Commission and bonus incentives based on sales performance
Medical, Dental, Vision
Life Insurance and Disability
Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
Paid Parental leave and transition time
401(k) and Roth Retirement plan with company matching and profit sharing
Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
Product discount and EAP resources
Access to Calm App, Health Advocate, Family Building Support and more

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Ecommerce Manager Delivery Claims & Incidents

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