Job Description

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Job Description

eCommerce Specialist is a cross-functional position trained in multiple areas of the operation, including accessory inbound processing, order fulfillment, order packaging, and customer returns processing. This role’s primary responsibility will be the safe, secure, and accurate fulfillment of online customer orders.

• Process open returns/refunds following defined procedures.
• Triage customer inquiry tickets, determine the corrective action, and see to their completion.
• Ensure resolutions are compliant with business rules and financial controls.
• Support various teams involved with order processing to secure best-in-class post-purchase experience for customers.
• Payment processing (credit card failure/fraud checks/manual check processing for refunds)
• Open orders/return dealer compliance and chargebacks.

• Identify and correct missing product elements, including, but not limited to, price, category, image, and descriptions.
• Perform regular content audits and reporting.
• Accountable to achieving or exceeding Key Performance Indicators (KPI’s).
• Develop and/or maintain process documents/work instructions

Qualifications

• Associate or equivalent experience
• Previous eCommerce (automotive accessory experience preferred) e.g., Dealer, OEM, and or aftermarket
• Highly analytical and data-driven (intermediate/advanced computer skills) – using large data sets in excel - create pivot tables, synthesize data, VLOOKUP’s,
• Ability to deal with ambiguity and fast-paced change driven by growth and client needs
• Demonstrated ability to effectively collaborate with multiple stakeholders.
• Strong Facilitation Skills 
• Excellent written and verbal communication skills
• Proven problem-solving abilities
• Proficient with Microsoft Suite/Office365

Additional Information

• Full time
• Hybrid – Remote and onsite: Allen Park, MI

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.

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