eCommerce Customer Support & Operations Specialist

eCommerce Operations & Financial Performance

• Support daily eCommerce operations, including order processing, fulfillment coordination, transaction management, and resolution of operational issues.

• Monitor shipping, warehousing, payment processing, and transaction expenses to identify cost-saving opportunities and improve profitability.

• Manage refunds, chargebacks, payment disputes, credit adjustments, and financial reconciliations in coordination with Finance and Accounting.

• Track financial and operational KPIs, including cost per order, shipping expenses, transaction fees, and overall operating efficiency.

• Coordinate fraud prevention, transaction risk management, and payment-related investigations with internal teams and external providers.

• Identify opportunities to streamline workflows, automate manual processes, and improve operational scalability.

Inventory Management & Demand Planning

• Coordinate with Sales, Marketing, Supply Chain, and Logistics to align inventory availability with demand forecasts and business priorities.

• Monitor inventory levels, order backlogs, and fulfillment performance to support product availability and timely order delivery.

• Identify excess, aging, and slow-moving inventory and recommend strategies to reduce carrying costs, obsolescence, and financial exposure.

• Support inventory allocation, replenishment, and safety stock planning to balance customer demand with operational efficiency.

• Assist with seasonal and promotional planning, including inventory readiness, fulfillment capacity, and demand fluctuations.

• Analyze inventory and logistics KPIs to identify opportunities for improved turnover, cost efficiency, and fulfillment performance.

Customer Experience & Order Management

• Serve as a primary point of contact for complex B2B and B2C customer escalations involving orders, accounts, payments, returns, and warranty claims.

• Investigate and resolve high-priority and executive-level customer issues through coordination with internal teams and external service providers.

• Support customer inquiries related to order status, expedited fulfillment, invoices, account verification, tax exemptions, and promotional programs.

• Review and resolve suspended orders, transaction exceptions, fulfillment delays, and customer account access issues.

• Coordinate RMA, warranty replacement, refund status, and return-to-stock activities with customer service and regional logistics teams.

• Partner with IT and digital operations teams to troubleshoot customer-facing website, checkout, account, and order management issues.

• Identify recurring customer issues and implement process improvements to enhance service quality and customer satisfaction.

Vendor Coordination, Compliance & Continuous Improvement

• Coordinate with outsourced customer support providers, payment processors, and logistics partners to maintain service quality and operational consistency.

• Monitor vendor performance, transaction fees, and service-level expectations to identify opportunities for cost reduction and efficiency improvements.

• Maintain operational procedures, escalation workflows, and knowledge base resources to support consistent customer service.

• Collaborate with Legal, Tax, Engineering, and IT teams to address regulatory requirements, product compliance documentation, and operational issues.

• Support storefront transitions, system enhancements, and customer-facing operational initiatives across global markets.

• Develop and maintain reporting across financial performance, inventory, fulfillment, and customer experience to support data-driven decisions.

• Leverage automation, AI-enabled workflows, and process improvements to reduce manual effort, resolve recurring issues, and improve operational efficiency.

Department: Sales & Marketing
Function: Marketing
Experience Level: Mid-Senior Level