E-Commerce Customer Operations Analyst

LG - Englewood Cliffs, NJ

Full-time - Mid Level

Englewood Cliffs, NJ

Computer and Electronic Product Manufacturing

About the position

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.

Responsibilities

• Responsible for supporting sales & initiatives for OBS (ecommerce) business
• Assist in managing the order flow from placement to fulfillment - interacting with cross functional teams (order management, logistics, Inventory, etc)
• Communicate and interact directly with key stakeholders
• Manage chargeback requests / research and returns management (include open RA management, return reduction initiatives and returns analysis)
• Support OBS team in responding directly to requests made by customers regarding status of purchase orders to resolve customer escalations
• Assist with tracking and facilitating resolution of escalations in a timely manner
• Assist with reviewing and processing RMA's, allowances and refund requests
• Create standardized processes for exception based voice of customer escalations and new business processes
• Assist with training 3rd party customer support center on e-commerce processes

Requirements

• Bachelor's degree with 3+ years related work experience in Supply Chain, Logistics, Customer Service and/or Operations
• Strong analytical, problem solving, and communication skills
• Proficiency in MS Office tools
• Advanced MS Excel and Planning systems experience preferred