LVMH Beauty activities benefit from exceptional dynamism that relies on both the longevity and development of key lines, and on the boldness of new creations.

All are driven by the same values: a quest for excellence, creativity, innovation and perfect mastery of their image.

The brands cultivate what makes them unique and is guaranteed to make them stand out in a highly competitive global market. The success of the Beauty division depends on finding the right balance between major historic Houses such as Parfums Christian Dior, Parfums Givenchy, Acqua di Parma, Guerlain, and newer brands with strong potential like Kenzo Parfums, Fresh, and Make Up For Ever.

LVMH Beauty invites you today to join its North America teams.

LVMH Beauty is part of the LVMH Group.

The Web Operations Rep shall support all operational processes that impact the overall customer experience. Assist with daily operational tasks and maintain back-end functions including but not limited to, returns, refunds, transportation claims, chargebacks/disputes, replacement/sample orders and consumer affairs cases.

Based full time in East Brunswick, NJ office. Occasional travel to NY office and/or Cranbury Distribution Center as required.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Monitor system interfaces to ensure web order flow and fulfillment
• Conduct weekly sku availability analysis
• Respond to distribution communications for discrepancies and reconcile across systems
• Chargeback Management: research pending disputes and provide AR with necessary supporting documentation, maintain data log and update information for the monthly KPIs
• Participate in monthly fraud calls and provide pertinent information to be reviewed
• Prepare documentation for Paypal disputes and respond within the associated timeframe
• Create replacement and sample orders as needed
• Track transportation claims opened by CS for lost/damaged packages, submit documentation and ensure adequate resolutions
• Provide operational support and guidance for CS call center (order inquiries, cancellations)
• Coordinate monthly meetings with Customer Service to review topics and provide business updates
• Liaison with distribution center on customer returns and process refunds in banking portal
• Identify issues, bugs, regressions and escalate to Supervisor to ensure timely remediations
• Update Ticketing system with concise information
• Assist with Consumer Affair inquiries for alleged product experiences, which include allergic reactions, quality issues, and/or personal property damage
• Collaborate with Operations and cross-functional teams to identify opportunities for process improvement and improved customer satisfaction

SUPERVISION RECEIVED

• Reports to Web Operations Supervisor

ORGANIZATIONAL STRUCTURE: INTERNAL INTERFACE

• Operations team
• NYC Web business team
• IT department local & central (France)
• Distribution center
• Accounts Receivable
• Human Resources
• Finance

ORGANIZATIONAL STRUCTURE: EXTERNAL INTERFACE

All third-party Ecommerce Business Partners

• Minimum 3 to 4 years web operations experience, including web-based systems
• Knowledge of Salesforce, Cybersource (PSP), AX (ERP), Scale (WMS/Logistics), Biztalk (Middleware)
• Capacity to work in an Agile environment & comfortable with Agile processes
• Ability to multi-task and manage several tasks simultaneously in a fast-paced environment
• Experience with large database and inventory management
• Intermediate skills in Microsoft Office Suite (Excel, PowerPoint, Word, Visio) Advanced skills +
• Well-organized and able to multi-task effectively
• Strong oral and written communicative skills (Bi-lingual English/French is a plus)

Salary Range: $45,000 - $55,000

All your information will be kept confidential according to EEO guidelines.