eCommerce Operations Specialist

Key Functions And Responsibilities

• Process open returns and refunds in accordance with defined procedures and financial controls
• Triage customer inquiry tickets, determine root cause, and drive issues through to resolution
• Ensure resolutions are compliant with business rules, audit requirements, and financial guidelines
• Support cross-functional teams to deliver seamless and best-in-class customer experience
• Manage open orders, returns, dealer compliance, and chargeback resolution
• Identify and correct missing or inaccurate product information (pricing, categorization, imagery, descriptions)
• Perform regular content 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/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 Key Performance Indicators (KPIs)
• Develop, document, and continuously improve standard work and process documentation

Qualifications

• Bachelor’s degree preferred; proven related business, administrative, or operational experience will be considered in lieu of a degree.
• 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 and functions
• 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
• Proficient with Microsoft Office Suite / Office 365