Multichannel Operations Assistant (E-Commerce)

We are looking for a highly organized and detail-oriented person to support the day-to-day operations of our e-commerce business and help us generate more sales while serving our online customers efficiently. This is an entry-level, hands-on operational role: you will handle the daily tasks that keep the business running, such as updating the online store, processing and following up on orders, and assisting customers, all by following structured processes.

Responsibilities

E-COMMERCE Stores Operations

• Keep the store up to date: products, variants, collections, pricing, inventory, photos, and descriptions.
• Upload and schedule product launches, promotions, discounts, and seasonal campaigns.
• Regularly check product pages, navigation, cart, and checkout, and report any issues.
• Monitor the store's apps and integrations and report any issues.

Order and Channel Operations

• Track the online order flow from the moment orders come in until they ship, working with the fulfillment and warehouse teams.
• Identify and flag bottlenecks, inventory errors, delays, and returns in the online channel, and help resolve them.
• Support additional sales and fulfillment channels, such as marketplaces or partner programs: updating inventory and pricing, and following up on issues.
• Communicate clearly with internal teams about order statuses and recurring problems.

Online Channel Customer Service

• Respond to online customer inquiries by email, chat, and social media, with clear and timely answers.
• Follow up on orders: order status, tracking, delays, and delivery issues.
• Handle exchanges, returns, and refunds for the online channel, coordinating with fulfillment.
• Track the most common recurring issues and suggest improvements to the store, policies, or processes to reduce them.

Processes and Reporting

• Follow and help keep up to date the procedures and checklists for launches, product uploads, returns, and partner channels.
• Maintain a calendar of launches and tasks with due dates and owners.
• Prepare weekly and monthly reports: sales, conversion, average order value, returns, inventory, and partner-channel performance.

Requirements

• 0-2 years of experience in e-commerce, customer service, or administrative operations (internships count), ideally in retail or consumer products.
• Basic knowledge of Shopify (or willingness to learn quickly) (administration, collections, discounts, and order workflows)
• Good skills in Excel or Google Sheets and the basic ability to analyze data (Shopify Analytics, Google Analytics).
• Some customer service experience, ideally in e-commerce: handling inquiries, order follow-up, exchanges, and returns.
• Highly organized, structured, and process-oriented, with attention to detail and a track record of meeting deadlines.
• Fluent in English and Spanish, both spoken and written.
• Available to work full-time on-site at the office.

Nice to Have

• Experience with marketplaces or integrations with inventory systems and ERP.
• Experience with email and SMS marketing, or digital advertising.
• Experience working on a small team where people take on multiple functions.