Miu Miu Client Service Order Management Specialist

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

Job purpose

The Miu Miu Client Service Order Management Specialist is responsible for coordinating daily eCommerce operations in support of Digital business performance. The Specialist plays a key role at the center of our Digital department, which is a rapidly growing business and a key focus area for our company. The Miu Miu Client Service Order Management Specialist will utilize fraud trends and industry knowledge to determine the legitimacy of Prada orders. This role is responsible for understanding trends, identifying opportunities of efficiency and assisting to ensure that customer service standards are maintained. Cross functionally collaborate with Retail and Store Operations, Logistics, Repair Lab, finance and loss prevention. The role supports order processing, fulfilment, shipment, and delivery, as well as end-to-end payments to with the objective of providing best in class service to all our clients, representative of Prada Group’s luxury brand standards. 

Responsibilities 

• Maintain e-commerce operations by reviewing order and payment platforms
• Responsibility for day-to-day management of all order review queues, ensuring service levels are met and all orders are processed within the expected time frame for each queue;
• Review orders for fraudulent activity and identify fraud patterns;
• Partner with the finance department to manage charge backs and provide backup information;
• Report weekly and monthly order review statistics to upper management and colleagues;
• Build upon advanced knowledge and experience in SAP (order management, data integrity, parameter maintenance, and performance reporting) to identify system and process enhancements
• Lead the development of creating and implementing standardizing operational processes and policies
• Manage fraud and chargeback flow
• Manage carrier claims and follow-up
• Partner with boutiques and store operations to ensure positive client experiences both in-store and online
• Monitor and raise tickets to local IT as applicable

Requirements

2+ years experience in a similar role in Client Services, Digital or Retail

Analytical skills and Strong excel skills – Pivot tables, v-lookups, index/matches, if-and formula, large data pulls and file maintenance;

Detail oriented, self-motivated and high ability to multitask

Customer-centric approach with high level of interpersonal skills

Flexibility to work variable shift Mon-Sun 9am-8pm

Experience in client services or luxury retail a plus   

Ability to analyze data and create fraud prevention tactic;

Experience with working in an E-Commerce environment;

Willingness to take on other core projects relating to operational development