Customization ECommerce Program Specialist

About the Role

MSX is seeking an ECommerce Program Specialist to support end-to-end digital order operations for client ecommerce programs. This cross-functional role focuses on accessory inbound processing, order fulfillment, packaging, and returns management, while leveraging data to improve processes, identify trends, and drive operational excellence. The primary responsibility is ensuring secure and accurate fulfillment of online customer orders and delivering a best-in-class post-purchase experience for client programs.

Responsibilities

• Process open returns and refunds in accordance with client-defined procedures and financial controls.
• Triage customer inquiry tickets, determine root cause, and drive issues through to resolution while ensuring compliance with client business rules, audit requirements, and financial guidelines.
• Support cross-functional teams to deliver a seamless and best-in-class customer experience across client accounts.
• Manage open orders, returns, dealer/vendor compliance, and chargeback resolution.
• Identify and correct missing or inaccurate product information (pricing, categorization, imagery, descriptions).
• Perform regular content and process audits and generate reporting to highlight gaps and improvement opportunities.
• Analyze operational and customer data to identify trends, inefficiencies, and root causes; provide actionable insights to improve processes, reduce defects, and enhance customer satisfaction.
• Attend, contribute to, or lead daily stand-up meetings to review progress, surface issues, and support rapid problem resolution.
• Leverage data tools (e.g., Excel, reporting platforms) to build dashboards, track KPIs, and support decision-making.
• Drive accountability to achieve or exceed client Key Performance Indicators (KPIs).
• Develop, document, and continuously improve standard work and process documentation to support new and existing client projects.

Requirements

• Bachelor's degree required.
• Minimum 5 years of experience in operations and audit, ideally within an ecommerce, retail, or client services environment.
• Previous eCommerce experience (automotive accessories, dealer, OEM, or aftermarket preferred).
• Strong analytical and data-driven mindset with the ability to interpret large data sets and translate insights into actions.
• Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, data synthesis, trend analysis; familiarity with Power BI or similar tools is a plus).
• Ability to work in ambiguous, fast-paced environments driven by growth and evolving client needs.
• Demonstrated ability to collaborate effectively across multiple stakeholders, functions, and client teams.
• Strong facilitation and problem-solving skills with a continuous improvement mindset.
• Excellent written and verbal communication skills, including the ability to present data-driven recommendations to clients.
• Proficient with Microsoft Office Suite / Office 365.