Ecommerce Operations Specialist

$41,600 - $41,600/Yr

Johnson Service Group - Azusa, CA

Full-time - Entry Level

Azusa, CA

Administrative and Support Services

About the position

JSG is hiring an Ecommerce Operations Specialist for our client in Azusa, CA. This role is crucial in managing the end-to-end order management process, which includes order processing, fulfillment, and shipping. The Ecommerce Operations Specialist will ensure timely and accurate order processing while maintaining high levels of customer satisfaction. This position requires monitoring inventory levels and coordinating with relevant teams to ensure adequate stock availability, as well as implementing strategies to minimize stockouts and excess inventory. In addition to order management, the specialist will maintain and update the ecommerce platform, which includes product listings, catalog expansion, and health metrics. Collaboration with the RMA/IT team is essential to resolve technical and product issues. The specialist will also act as a primary customer service representative, addressing customer inquiries, resolving issues, and escalating cases as needed. Monitoring customer feedback and implementing improvements to enhance the overall shopping experience is a key responsibility. Regular shipping audits will be conducted to ensure carrier efficiency remains high by monitoring distribution center pickups and carrier claims. The specialist will collaborate with cross-functional teams on various marketing and eCommerce projects to align ecommerce strategies with overall business objectives. Participation in meetings and contributing insights to drive continuous improvement while completing all other related tasks is expected. Additionally, the specialist will manage monthly analytics and key performance indicators in operations and assist in marketing objectives.

Responsibilities

• Assist the end-to-end order management process, including order processing, fulfillment, and shipping.
• Ensure timely and accurate order processing while maintaining high levels of customer satisfaction.
• Monitor inventory levels, and coordinate with relevant teams to ensure adequate stock availability.
• Implement strategies to minimize stockouts and excess inventory.
• Maintain and update the ecommerce platform, including product listings, catalog expansion, and health metrics.
• Collaborate with the RMA/IT team to resolve technical and product issues.
• Act as a primary customer service representative that addresses customer inquiries, resolves issues, and escalates cases as needed.
• Monitor customer feedback and implement improvements to enhance the overall shopping experience.
• Conduct regular shipping audits to ensure carrier efficiency remains high by monitoring distribution center pickups and carrier claims.
• Collaborate with cross-functional teams on various marketing and eCommerce projects to align ecommerce strategies with overall business objectives.
• Participate in meetings and contribute insights to drive continuous improvement while completing all other related tasks.
• Manage monthly analytics and key performance indicators in operations and assist in marketing objectives.

Requirements

• Strong data analytical skills with the ability to interpret data and make data-driven decisions.
• Proven experience in eCommerce operations, preferably in the consumer goods environment.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with a focus on accuracy and the ability to adapt to a fast-paced, ever-changing environment while managing multiple priorities simultaneously.
• Familiarity with online marketplaces (Amazon, eBay, Walmart, etc.) and shopping cart websites (Shopify, BigCommerce, etc.).
• Proficiency in Microsoft Office Software.

Nice-to-haves

• Bachelor's degree in Business Administration, Marketing, or related field (not required).
• Experience with website development.