Coordinator E-Commerce Operations

Job Description

The Coordinator E-Commerce operations will be responsible for payment, fulfilment, and customer service. Primary responsibilities will include payment-related tasks such as risk management, payment portfolio development, payment monitoring and reconciliation, as well as maintenance of smooth fulfilment processes and the development of new logistics services.

Manage payment and logistics processes and develop expertise regarding the connection between different payment types & delivery concepts, their impact on user experience as well as possibly affected risks.
Work with the 3rd Party Payment and Logistics Providers to ensure superior operations and satisfying customer experience.
Own the process for COD (cash on delivery) including reconciliation and refunds.
Proactively monitor the performance of payment methods and run analytics to discover irregularities or needs for different markets.
Run regular risk management reports and develop measures to prohibit fraudulent orders and cash loss.
Liaise with PUMA Warehouse and E-Com Warehouse to ensure efficient logistics processes, support expansion to new markets and new delivery methods.
Develop powerful reporting to monitor outbound and inbound warehouse operations performance and find potential room for improvement.
Provide forecasts for demand planning of orders, replenishment and return behaviour in order to guarantee effective resource planning of the service providers.
Manage testing of new features and changes of the webshops, on multiple devices and web browsers – providing outlined test scenarios and detailed feedback.
Handle 2nd level customer complaints/concerns professionally with good communication skills. Liaise with all necessary internal and external parties to find satisfactory solutions in a timely and efficient manner.