Back Office Operations Advisor

  • Company: Sté Louis Vuitton Services
  • Location: Belgium
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 2 years
  • Reference No.: LVM05231
  • Date of publication: 2018.06.06

Position

In the Client Services, part of the back office team, you will ensure that all LV Europe e-Commerce operations are processed with efficiency, you will as well interact with our clients providing them with the best experience, with third party vendors and with cross functional teams:

-Perform fraud prevention activities, order review and processing as well as researching and solving post sales issues
-Act as first point of contact for and offer a support role towards the Front Office team to answer all questions related to e-Commerce orders
-Hold morning briefs and training session for the e-Commerce country Front Office advisors
-Follow up on and track resolution of clients' order-related complaints
-Actively monitor the order flow lifecycle and identify any stuck orders
-Act as point of contact for queries by accounting department
-Follow up & resolution of shipment and delivery issues
-Monitor and process returns, exchanges and refunds
-Fraud screening: accurately review all order data using a variety of tools to identify high risk transactions
-Analyze fraud data in order to identify and counter behavioral patterns
-Represent chargebacks and claims to minimize financial loss
-Liaise closely and cross-functionally with other teams and departments within Vuitton (e.g; Country HQ, Accounting, Warehouse, AMS/Osiris, Stores) as well as external service providers
-Technical troubleshooting and raising of incidents as well as some testing on new launches


Profile

-Bachelor's degree required.
-Experience or knowledge of fraud trends and behaviors, and credit card industry
-Good knowledge of cultural and geographical specificities of the ecommerce countries
-Ability to use good, sound judgment to evaluate situations in decision-making
-Excellent organization and prioritization skills; ability to multi-task and detail orientation
-Work autonomously and demonstrate a positive and enthusiastic attitude
-Strong internet research and overall computer proficiency skills are a must
-Ability to work independently as well as closely with other team members.
-Capable of treating an important mass of information simultaneously
-Ability to meet deadlines in a fast paced and multicultural environment
-Flexibility and willingness to adjust to organizational needs, particularly during peak seasons (also weekends and public holidays)
-Excellent listening, written and verbal communication skills, ability to effectively communicate detailed, complex information via phone or email
-Proficient in French and English, plus any other language(s) a plus.

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Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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