eCommerce Customer Support & Operations Specialist

eCommerce Customer Support & Operations Specialist Quick Facts - Focus areas: eCommerce operations, financial performance, inventory coordination, and customer escalations Description Support daily eCommerce operations, including order processing, fulfillment coordination, and transaction management, while resolving operational issues. Monitor shipping, warehousing, payments, and key KPIs to find cost-saving opportunities and manage refunds, chargebacks, and payment disputes in coordination with Finance. Serve as a point of contact for complex B2B/B2C customer escalations and partner with IT, logistics, and vendors to improve workflows and troubleshoot customer-facing digital issues. Responsibilities - Run day-to-day eCommerce operations: order processing, fulfillment coordination, transaction management, and issue resolution - Track and analyze financial and operational KPIs (e.g., cost per order, shipping expenses, transaction fees, efficiency) - Manage refunds, chargebacks, payment disputes, and financial reconciliations; coordinate with Finance/Accounting - Coordinate fraud prevention, transaction risk management, and payment investigations - Lead escalations for complex order/account/payment/returns/warranty issues; resolve suspended orders and transaction exceptions - Coordinate RMA, warranty replacement, refund status, and return-to-stock activities with customer service and regional logistics - Troubleshoot customer-facing website, checkout, account, and order management issues with IT/digital teams - Coordinate outsourced customer support, payment processors, and logistics partners; monitor performance and service levels - Maintain operational procedures, escalation workflows, and knowledge base resources - Collaborate with Legal, Tax, Engineering, and IT on regulatory requirements and product compliance documentation - Support storefront transitions and global customer-facing operational initiatives - Build reporting for financial performance, inventory, fulfillment, and customer experience; use automation/AI-enabled workflows to reduce manual effort Requirements - Bachelor’s degree in Business Administration, Finance, Supply Chain Management, Operations, or related field, or equivalent practical experience - 3+ years of experience in eCommerce operations, business operations, customer experience, financial operations, or related field - Experience with order management, customer support processes, inventory coordination, or payment operations - Strong analytical and problem-solving skills; ability to identify trends and recommend improvements - Proficiency in Microsoft Excel and experience with operational reports and business data - Strong organizational skills to manage multiple priorities and resolve issues independently - Excellent communication and interpersonal skills; cross-functional collaboration experience Benefits - Equal opportunity commitment and inclusive workplace; nondiscrimination policy - Opportunities for applicants with disabilities and support for accommodations during the hiring process - Pay transparency policy available