Position Summary The Customer Care Specialist supports the eCommerce customer operations function for a high-volume eCommerce distribution business. This role ensures operational efficiency across order management, customer case handling, compliance, and post-order support. This position supports B2B customers, retail partners, and internal stakeholders rather than direct consumers, ensuring accurate, timely, and compliant execution of all order- and service-related activities. Key Responsibilities Manage customer-related cases including order status updates, changes, returns, and exception handling. Ensure timely resolution of inquiries within defined SLAs. Coordinate with internal teams to resolve escalated issues efficiently. Maintain organized and up-to-date case documentation and communication logs. Process and release orders as needed to meet retailer SLA's. Investigate and correct order discrepancies and system errors. Support adherence to compliance and customer-specific order requirements. Identify recurring issues or bottlenecks and recommend process improvements. 3+ years of experience in customer operations, eCommerce, or distribution Working knowledge of Order Management Systems (OMS) and ERP environments (e.g., NetSuite, SAP) Strong problem-solving, communication, and organizational skills Proven ability to manage multiple priorities in a fast-paced environment