The Commerce Payment Processing Specialist within Tesla's Global Customer Experience Team is responsible supporting operations pertinent to the integrity of payment transactions across the Tesla aftersales commerce platform. This role's primary focus is on resolving customer payment disputes before they become chargebacks. A chargeback may pertain to fraudulent orders, including those placed without cardholder consent. "Friendly" chargebacks occur when a customer prefers to dispute the payment rather than contacting the merchant (Tesla) for resolution-This can be the result of poor customer service, commerce checkout errors, delayed refund processing, or delayed order dispatch. Thus the scope of the role is broad and success in reaching goals includes collaboration with many cross-functional teams within Tesla. This role reports to the Accessories Order Admin Manager.
Responsibilities for the role include but are not limited to:
Specialization in the Tesla aftermarket commerce experience This role must be proficient in Tesla shipment and payment process flows. Additionally, this role should be aware of Tesla aftersales top sellers, seasonality, and items targeted for fraudulent orders.
Reviewing Tesla aftersales commerce transactions on a regular basis. This role will focus on orders deemed hi-risk and contact customers for verification of purchase.
Daily monitoring of the chargeback dispute(Request for Information) list, investigating disputes, and resolving the case (re-shipping, cancelling, or refunding as needed) prior to chargeback deadline.
Working with the distribution and customer experience team to resolve order, return, and refund delays that may lead to "friendly" chargebacks.
Resolving customer payment-processing escalations and dealing with hi-risk customers individually to de-escalate issues. This may entail finding ad hoc solutions that may involve working with groups outside of our own, including finance, goodwill, retail locations, and distribution centers; concluding with direct contact with customers to relay results.
Identifying trends, reporting issues, and suggesting improvements across the payment processing experience.
Being accountable for one's own performance, striving for constant improvement, self-development, and positively impacting the team as a whole. This role represents the company and the accessories program, thus conduct must be customer-centric, ethical, and empathetic while acting in accordance with the highest standards at Tesla.
Customer service and problem de-escalation, efficient communication, process improvement, initiative, attention-to-detail, and a relentless work-ethic.
2 year degree in a relevant area of specialty, or equivalent experience with examples of exceptional ability.
Proficiency in a point-of-sale application that performs order management and consumer invoicing.
Experience in SAP, Reynolds & Reynolds, ADP Lightspeed, or similar applications used in a retail environment are a plus.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
2 years of relevant job experience, preferably in the automotive, customer service, or consumer product industry.
Strong communication, organization, and documentation skills.
High proficiency and practical working experience with online retail operations
The ability to research information, solve challenging problems, and coordinate solutions under tight timing constraints.
The ability to manage and prioritize deliverables with minimal direction.
Experience with e-commerce a plus
Additional languages a plus
Tesla Motors is hiring highly qualified and dedicated individuals. Our recruitment bar is high to keep our team size small.. Thus each member of our team must be amongst the most gifted in their field.
You must have a genuine passion for the Tesla brand and our products.
You must want to work in a fast-paced, entrepreneurial company.
You must be willing to find solutions where they have yet to be defined.