E-commerce Operations

We are looking for a proactive and detail-focused E-commerce Operations & Customer Service Associate to support the operations and customer service needs of our USA-based footwear brand. In this role, you'll be responsible for managing customer inquiries, overseeing returns and exchanges, and ensuring smooth operational processes. This role is key to ensuring our customers have a positive post-purchase experience.

Key Responsibilities:

• Handle customer inquiries about products, including fit and material information, with a friendly, professional tone
• Oversee and manage returns and exchanges through Shopify and ShipStation
• Communicate with the 3PL warehouse to make necessary order adjustments before deadlines
• Keep track of data in a Master Knowledge Spreadsheet (Excel/Google Sheets) and maintain accuracy
• Contribute to updating and improving the AI Knowledge Base for consistent customer service
• Monitor operational workflo...