E-commerce Finance Call Center Specialist

About Ashley

Ashley Furniture Industries

| Arcadia, WI | Full-Time
Ecommerce Finance Specialist
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.

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