E-commerce Operations Specialist

We are looking for someone to manage end-to-end e-commerce fulfillment, customer service, and platform administration. Join us to build systems and scale our Shopify and Amazon operations in this ground-floor opportunity.

Description

Join a new direct-to-consumer and marketplace e-commerce business backed by the resources and stability of an established company. As the first dedicated E-commerce Operations Specialist, you will play a pivotal role in building and scaling the operational foundation of a fast-growing business. This is a unique ground-floor opportunity to own end-to-end operations, create efficient processes, and directly impact the company's growth trajectory. If you thrive in dynamic environments, enjoy building structure from the ground up, and want to grow into a management role as the business expands, this position offers an exciting path forward.

Responsibilities

• Monitor and process daily orders across Shopify and Amazon Seller Central, resolving holds, exceptions, address issues, and flagged or fraudulent orders.
• Act as the primary liaison with the warehouse and, in the future, third-party logistics (3PL) providers. Transmit orders, confirm shipments, and ensure fulfillment partners meet service standards.
• Lead the transition from in-house fulfillment to a 3PL, including defining requirements, coordinating onboarding and system integration, and managing the cutover to avoid customer disruption.
• Reconcile inventory across warehouse/3PL, Shopify, and Amazon, proactively resolving discrepancies to prevent oversells or stockouts.
• Manage inbound replenishment to warehouse/3PL and Amazon/Walmart fulfillment centers, including shipment planning, labeling, and receiving confirmation.
• Coordinate pickup and delivery scheduling for larger wholesale and B2B orders with plants, carriers, and customers.
• Track shipping costs, carrier performance, and delivery exceptions; file claims for lost, damaged, or delayed shipments.
• Process returns and RMAs from authorization through final disposition and refund.
• Own all customer communications across email, marketplace messaging, and other support channels, ensuring timely and professional responses.
• Resolve order inquiries, shipping issues, product questions, returns, refunds, and complaints, exercising sound judgment for exceptions.
• Onboard new wholesale and B2B accounts, including customer setup, vendor registration, credit applications, and payment terms.
• Monitor and respond to product reviews, seller feedback, and marketplace performance notifications.
• Escalate recurring product or quality issues with detailed documentation to drive corrective action.
• Develop customer support resources such as response templates, FAQs, policy language, and a help center as volume grows.
• Maintain product listings, content, pricing, and inventory availability across all active sales channels.
• Support the launch of additional web-based sales channels, including setup, onboarding, and integration with existing systems.
• Reconcile marketplace and payment processor settlements against recorded sales, including fees, refunds, chargebacks, and reserves.
• Respond to and document payment disputes and chargebacks with appropriate supporting evidence.
• Coordinate with the finance team on wholesale and B2B invoicing and follow-up on past-due accounts.
• Build simple reporting on orders, fulfillment performance, returns, customer support volume, and channel effectiveness.

Qualifications

• 2-4 years of experience in e-commerce operations, order management, fulfillment, or customer service, ideally in consumer packaged goods, food, or beverage.
• Hands-on experience with Shopify and Amazon Seller Central, including direct platform usage.
• Strong reconciliation skills, with the ability to tie marketplace settlement reports to recorded sales and explain discrepancies.
• Experience coordinating with warehouses, 3PLs, or carriers, with a proactive approach to issue resolution.
• Excellent written communication skills for professional customer interactions.
• High attention to detail and accuracy, especially under increased order volume.
• Self-directed and resourceful, able to build and own processes independently.
• Preferred: Experience onboarding or integrating a 3PL.
• Preferred: Familiarity with EDI, GS1 item data, or retailer/distributor onboarding requirements.
• Preferred: Experience with marketplaces beyond Amazon (e.g., Walmart, Faire, specialty retail platforms).
• Preferred: Working knowledge of email and SMS platforms such as Klaviyo.
• Preferred: Background in sports, athletics, hospitality, or club environments.