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eCommerce Customer Operations Specialist

2 months ago

Irvine, United States Western Digital Full time

Job Description

Western Digital is looking for an eCommerce Operations Specialist who is passionate about eCommerce. Are you excited about the future of direct to consumer selling? Do you love being a part of a fast-paced, evolving business? Then this role is for you

The eCommerce Operations Specialist will play a pivotal role on the eCommerce team. This role will consist of customer service, identifying fraud, working with various 3rd party payment providers and shipping logistics providers. This is a hands-on role within a constantly changing eCommerce landscape.

Responsibilities:

  • Work cross-functionally with technical teams to implement new features and functionality that enhance the customer experience and decrease case volume
  • Manage all level 3 customer service escalations in applicable regions.
  • Train Level 1 and Level 2 customer service agents on store policies and new procedures.
  • Manage third party relationships related to fraud, customer service and others.
  • Monitor all fraud activity and implement measures to eliminate risks.
  • Generate operational performance reports.
  • Create and test discounts for customer service, marketing campaigns and promotions
  • Provide additional support for digital marketing, demand generation and merchandising teams.

Qualifications:
Qualifications

  • 2-3 years of experience working in eCommerce.
  • Ability to think fast and come to rational conclusions quickly.
  • Excellent written and verbal communication skills with the ability to communicate across all levels of the company and end customers.
  • Must be a high-energy, hands-on, creative thinking and risk-taking individual.
  • Comfortable in a fast-paced, ever-changing environment.
  • Must have basic knowledge of Microsoft Office and proficient using internet websites and other online tools.
  • Background in various payment methods including PayPal and Affirm.
  • Bachelor’s degree preferred.

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Equal Employment Opportunity is the Law poster.

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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Compensation & Benefits Details

  • An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
  • The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
  • You will be eligible to participate in Western Digital’s Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards.
  • We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan.
  • Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.