DTC Operations Specialist

Team Connect is Poland’s leading nearshore and offshore IT provider. Since 2008 we successfully create and develop software for our clients.

We are also a proud certified Salesforce Partner. 

We specialize in Agile and DevOps-based software development. From the analysis stage through implementation. We develop backend, frontend, and mobile applications.

Currently, we are looking for: DTC Operations Specialist

PURPOSE OF THE JOB:

Main responsibility is to ensure all financial aspects of the D2C business are covered: from smoothly working payment systems, through to refunds (including manual refunds) and charge-backs. This role is responsible for managing and operating fraud filter tools and reporting any breaches to prevent loss.

Closely working with each country’s e-commerce operations and Customer Care teams, this role operationally supports customers in order processing problems such as with payment vendors, refunds, and claims, as well as provides manual refund management when needed.

D2C Operations function must build close relationships with local e-com teams, and Customer Care departments in order to ensure communication flow via appropriate procedures that will allow customers to efficiently receive refunds and/or chargebacks, as well as liaise with Platform Operations to support bug fixes whenever needed.

KEY ACCOUNTABILITIES:

Operational:

• Order monitoring and KPIs;
• Warranty operational support;
• Customer Service escalation point;
•  MyAccount management;
•  User data access and request support;
•  User data anonymization upon request.

Strategic:

• Contact with local Customer Service teams to assure all escalations and customer issues are reflected in the development processes;
• Order monitoring;
• Customer feedback monitoring and escalating issues;
• Regular contact with third-party suppliers (payments and carriers) to assure all operations are supported by them as required and agreed;
• Research and recommend new customer-related functionalities when needed;
• Regular process improvement recommendations based on customer feedback data
• Feedback to other departments regarding customer issues;
• Monitor customer satisfaction metrics and report on status, reasons and ways to improve;
• Escalation point for SELS and local third-party Customer Care whenever an end-customer-related issue is reported and needs an escalation (in regards but not limited to: shipping, returns, claims, refunds).

SKILLS NEEDED:

• Methodical with high attention to detail/processes and routines;
• Result and performance oriented;
• Effective stakeholder management;
• Strong analytical and excel skills;
• Clear leadership and resilience;
• Planning, risk, and mitigation assessment;
• Ability to thrive and deliver in a challenging and exciting environment.

TOOLS:

•  Jira;
• Sprinklr;
• SAP

We offer:

• Long-term cooperation
• Benefit package - Multisport, private medical care, life insurance
• Training budget
• Free English lessons
• Individual support from a dedicated company mentor