E-Commerce Operations Specialist

KEY ACCOUNTABILITIES:

• Ensure a high standard of Customer Service support for B2C customers, coordinating first-level customer assistance and ensuring timely issue resolution.
• Lead and monitor daily Online Customer Service and Operations activities for both the E-commerce website and internalized marketplaces managed in-house, ensuring service excellence and operational efficiency.
• Perform periodic and ad hoc analyses of packaging levels, identifying risks, opportunities, and actions to optimize packaging management.
• Act as a key liaison between Customer Service, Logistics, Transportation, and other internal stakeholders to ensure smooth order fulfillment and customer satisfaction.
• Develop an in-depth understanding of products, services, and customer service processes to effectively support customer inquiries and escalations.
• Manage and resolve customer requests by investigating issues, gathering relevant information, coordinating with internal teams, and ensuring clear and accurate communication.
• Maintain accurate records of customer interactions, inquiries, and resolutions within company systems.
• Identify opportunities to improve customer experience, operational processes, and service quality, recommending and supporting the implementation of enhancements.
• Monitor key Customer Service and Operations KPIs, preparing reports and analyses to support business decisions and continuous improvement initiatives.
• Oversee fraud prevention activities, monitoring suspicious transactions and collaborating with relevant departments to mitigate operational and financial risks.
• Support the implementation of new processes, tools, and best practices aimed at increasing efficiency, scalability, and customer satisfaction.
• Continuously update professional knowledge and industry best practices to ensure alignment with evolving customer expectations and business needs.
• Contribute to the achievement of departmental and organizational objectives through proactive collaboration and effective execution of assigned responsibilities.

KEY REQUIREMENTS:

• Smart, intelligent, fun, goal orientated, and driven by integrity
• University degree or diploma in business, marketing or a closely related field
• Strong capacity to work cross functionally
• Hands On mindset
• High competency in project management
• Accessories experience is a plus
• Results-oriented and process driven, with high expectations of self and team
• Exceptional written and verbal communication skills
• Encourage an open, honest and positive team environment
• Strong knowledge of English language
• Experience with the Salesforce ecosystem, specifically: Salesforce Commerce Cloud, Salesforce Order Management and Service Cloud