eCommerce Finance Call Center Specialist

Ecommerce Finance Specialist

Ashley Furniture Industries | Arcadia, WI | Full-Time

About Ashley Furniture

At Ashley, we're driven by our mission to inspire the love of home and enrich the lives of those around us. As the world's leading furniture manufacturer and retailer, our success is built on core values of Honesty & Integrity, Passion, Drive & Discipline, and Continuous Improvement.

The Opportunity

We're seeking an Ecommerce Finance Specialist to join our Finance team in Arcadia, WI. This customer-facing role combines finance operations with exceptional customer service, supporting our growing ecommerce business.

As our Ecommerce Finance Specialist, you'll be the primary point of contact for customer inquiries related to orders, billing, and payment processing. You'll resolve credit card transaction issues, prevent fraud, and ensure accurate customer account management—all while delivering superior customer service that reflects Ashley's commitment to excellence.

What You'll Do

Customer Service & Account Management

• Respond to customer inquiries regarding orders, billing, and technical issues
• Monitor and maintain customer accounts in the Customer Service Management (CSM) system
• Ensure customer information is accurate and up-to-date
• Resolve order submission and credit card transaction issues promptly and efficiently
• Display empathy, understanding, and patience in all customer interactions

Payment Processing & Fraud Prevention

• Contact customers when funding is denied to arrange alternative payment
• Review written orders for invoice/delivery address discrepancies
• Coordinate with banking partners to complete credit checks and prevent fraud
• Process payment information according to standard operating procedures

Documentation & Reporting

• Document customer trouble reports and escalate per established procedures
• Compile information to generate specified reports
• Assist in developing and maintaining departmental standard operating procedures
• Maintain accurate and timely data entry

Team Collaboration

• Participate actively in departmental meetings, training, and education
• Assist with training other employees and provide backup coverage
• Route complex requests to appropriate departments as needed

What You Bring

Education & Experience

• Associate degree in accounting or related field (or equivalent work experience) - Required
• 1+ year of customer service or related experience - Required

Essential Skills

• Excellent oral and written communication skills
• Excellent interpersonal skills and professional telephone etiquette
• Strong attention to detail
• Ability to remain calm in difficult situations
• Effective time management and organizational skills
• Analytical and problem-solving abilities
• Proficient in Microsoft Office Suite and internet navigation
• Ability to handle multiple tasks simultaneously in a fast-paced environment

Personal Attributes

• Work independently and collaboratively in a team environment
• Maintain strict confidentiality
• Respond professionally to difficult customer situations
• Working knowledge of Continuous Improvement methodologies
• Demonstrate ethics, integrity, and trust

Work Environment & Schedule

Schedule:

• Flexible schedule with ability to work extended hours when necessary
• Must be available for evenings, weekends, and/or holidays

Physical Requirements:

• Primarily sedentary work with computer and phone use
• Occasional lifting up to 25 lbs.

Why Ashley?

• Customer Impact: Be the voice of Ashley to our ecommerce customers
• Career Growth: Develop finance and customer service expertise
• Training & Development: Ongoing professional development opportunities
• Industry Leader: Work for the world's #1 furniture company
• Collaborative Culture: Join a team committed to continuous improvement

Ready to Apply?

If you're customer-focused, detail-oriented, and passionate about delivering exceptional service, we want to hear from you!

Apply today and help us inspire the love of home for customers across the country.

Ashley is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.