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

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