eCommerce Operations Specialist

Hybrid role - 3 days Onsite and 2 days Remote

Job Description:

• This is a 4 month assignment.
• There is potential for extension, but not guaranteed. 
• As of right now, no potential for conversion. 
• However, depending on performance, ongoing need, and budget, there could be an opportunity, but the business cannot confirm at this time.
• Working location: Hybrid, Monday and Thursday onsite. 3 WFH. 
• Standard working schedule, Mon-Fri.
• There will be potential overtime in this role.
• No business travel required.

Duties:

• 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.

Core Responsibilities:
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.

Skills & Qualifications:

• 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.

Preferred Experience:

• 3+ years of professional experience supporting operations or customer‑facing functions, ideally within an eCommerce, digital, or systems driven environment - must-have/required. 
• Fluent in English, with strong written and verbal communication skills.
• Familiarity with order management systems, ERP platforms, or third-party logistics environments - this would be a nice to have. 
• Experience working cross-functionally in a fast-paced, high-volume environment. 

Education:

• Bachelor’s degree in Business, Operations, Marketing, or a related field (or equivalent experience)

About us:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.

For more relevant job opportunities please visit our website: Denken Solutions Careers