Customization ECommerce Program Specialist

Job Description

Job Description

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Ford Customization ECommerce Program Specialist 

The ECommerce Program Specialist is a cross-functional role responsible for supporting end-to-end digital order operations for client ecommerce programs, including accessory inbound processing, order fulfillment, packaging, and returns management. This position goes beyond transactional execution by leveraging data to improve processes, identify trends, and drive operational excellence across client engagements. 

The primary responsibility is to ensure secure and accurate fulfillment of online customer orders while delivering a best-in-class post-purchase experience for client programs. The ideal candidate combines strong operational execution with the ability to analyze data, identify root causes, and recommend actionable improvements. 

Key Functions and 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 

• Ensure resolutions are compliant with client business rules, audit requirements, and financial guidelines 

• Support cross-functional teams to deliver 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/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 

• 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 

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.