eCommerce Order Management Specialist

The eCommerce Operations Specialist supports the day-to-day health of eCommerce operations by monitoring execution across order management, payments, fulfillment, and post-purchase activities. This role focuses on ensuring that operational processes run smoothly across systems, partners, and teams, while minimizing customer impact and operational risk.

The Specialist acts as a key connector between Customer Service, IT, Logistics, and internal business stakeholders to maintain a reliable, customer-centric eCommerce operation.

Operational Oversight

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.
Ensure operational issues are identified, addressed, and escalated appropriately to maintain business continuity and customer trust.
Customer Experience Enablement

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.
Cross-Functional Coordination

Partner with IT teams to address technical or integration issues affecting order management platforms and ERP systems.
Document and maintain operational processes, guidelines, and best practices to drive consistency and efficiency.
Identify recurring issues or trends and recommend process improvements to reduce friction and operational risk.
Reporting & Business Support

Track and report on key operational activities and issues to support visibility and informed decision-making.
Provide insights into case drivers, trends, and operational performance to help guide process optimization efforts.