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eCommerce Operations Specialist

📅 Jul 24
Order ManagementPaymentsFulfillmentCustomer Service

📜 Description

  • Identify, troubleshoot, and escalate order-related issues that may impact fulfillment, payment processing, or customer experience.
  • Oversee operational processes related to orders, returns, refunds, and payment exceptions to ensure accuracy, compliance, and customer satisfaction.
  • Support investigations into payment disputes, delivery claims, and account discrepancies in collaboration with Logistics and Customer Service teams.
  • Act as a primary operational point of contact for Customer Service escalations regarding customer inquiries.
  • Document and maintain operational processes, guidelines, and best practices to drive consistency and efficiency.

🛠️ Requirements

  • Act as a primary operational point of contact for Customer Service escalations regarding customer inquiries.
  • Ensure timely resolution of customer-impacting issues and drive clear communication when service disruptions or internal issues occur.
  • Support customer recovery efforts through appropriate resolution tools, messaging, and remediation strategies.
  • Strong organizational and analytical skills with the ability to manage competing priorities.
  • Clear, professional communication and collaboration skills.
  • Detail-oriented with a proactive, problem-solving mindset.
  • Customer-focused perspective with sound judgment and adaptability in ambiguous situations.
  • Bachelor’s degree in Business, Operations, Marketing, or a related field (or equivalent experience).
  • 3+ years of professional experience supporting operations or customer‑facing functions, ideally within an eCommerce, digital, or systems driven environment.
  • Fluent in English, with strong written and verbal communication skills.
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