Job title: E-commerce Account & Operations Specialist (Shopify Phone & Backend Support)

Type of employment: Full-time

Shift Schedule: Monday-Friday, 9:00 AM-6:00 PM PST (1-hour unpaid lunch)

We're looking for an E-commerce Account & Operations Specialist to support the day-to-day management and performance of multiple e-commerce accounts across platforms such as Amazon, Walmart, Shopify, Wayfair, Target, and Macy's.

Manage product listings, catalogs, orders, returns, customer inquiries, account issues, and performance reporting while working closely with Marketing, Logistics, and Operations teams.

The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable troubleshooting marketplace issues and managing multiple e-commerce platforms simultaneously.

About the Company:

The company is an e-commerce company specializing in commercial inflatables and products for the party and event rental industry, including water slides, bounce houses, obstacle courses, and related equipment. The company also provides product guidance, membership benefits, shipping options, and other services to support customers and their businesses.

Objective of this role:

Provide comprehensive operational support for assigned e-commerce accounts and marketplaces.
Maintain accurate and optimized product catalogs and listings.
Ensure orders, returns, customer inquiries, and account issues are handled promptly.
Troubleshoot marketplace, compliance, and listing issues and coordinate resolutions with seller support.
Support continuous optimization of product pages, A+ content, landing pages, and store pages to improve visibility and sales.
Provide account managers with accurate operational, customer, and performance reporting.

Responsibilities:

E-commerce Account Management

Support the Account Manager with the day-to-day operations of assigned e-commerce accounts.
Manage account activities across platforms such as Amazon, Walmart, Shopify, Wayfair, Target, and Macy's.
Monitor account health, store ratings, customer feedback, and marketplace requirements.
Ensure account tasks and issues are addressed promptly.

Product Catalog & Listing Management

Create, update, and maintain product listings and catalogs across assigned marketplaces.
Ensure product descriptions, images, pricing, specifications, and other listing information are accurate.
Collaborate with Marketing and Operations to update and optimize product listings.
Support optimization of store pages, A+ content, and landing pages to improve visibility and sales.
Monitor listing performance and identify opportunities for improvement.

Order Fulfillment & Returns

Monitor incoming orders and coordinate with Logistics and Operations to support timely fulfillment.
Track order status and identify fulfillment issues requiring attention.
Manage and document returns, warranty requests, and related customer concerns.
Follow up on outstanding orders or fulfillment issues until properly resolved.

Marketplace Issue Resolution

Monitor product listing, compliance, account, and marketplace issues.
Investigate issues independently and conduct research to determine potential solutions.
Open and manage cases with marketplace seller support when necessary.
Coordinate with internal teams to resolve issues efficiently.
Track outstanding cases and follow up until resolution.

Customer Service

Respond promptly and professionally to customer inquiries.
Handle questions related to product information, order status, returns, warranties, and other customer concerns.
For Shopify-related customers, answer incoming phone calls when required.
Help improve customer satisfaction, reviews, and store ratings through timely and effective support.
Escalate complex customer issues to the appropriate team members when necessary.

Cross-Functional Collaboration

Work closely with Marketing, Logistics, Operations, and Account Management teams.
Coordinate product listing updates, promotional activities, fulfillment concerns, and customer issues.
Communicate important account updates and operational issues to Account Managers.
Help ensure teams have the information needed to make timely decisions.

Performance Reporting & Analysis

Monitor account performance and key operational metrics.
Analyze customer feedback, store ratings, listing performance, order activity, and other relevant data.
Prepare regular reports for Account Managers.
Present key findings, trends, issues, and opportunities for improvement.
Use performance data to recommend operational and listing improvements.

Required skills and qualifications:

At least 1 year of direct Shopify customer support experience via phone.
Hands-on experience with Shopify backend operations.
Experience managing product listings and catalogs across e-commerce platforms.
Experience with Shopify, Amazon, Walmart, or comparable marketplace platforms.
Experience managing multiple e-commerce marketplaces simultaneously.
Familiarity with Wayfair, Target, and Macy's seller or account portals.
Experience with Zoho ERP or similar ERP systems.
Strong understanding of order fulfillment and return management.
Strong customer service and communication skills.
Excellent written and verbal English communication skills.
Strong organizational and time management skills.
Strong attention to detail and accuracy.
Ability to troubleshoot marketplace, listing, compliance, and account issues independently.
Strong research and problem-solving skills.
Ability to work effectively with Marketing, Logistics, Operations, and Account Management teams.
Comfortable working with spreadsheets, databases, and reporting tools.
Industry experience is required.

Preferred skills and qualifications

Strong proficiency with Google Sheets, Google Docs, Google Slides, and Microsoft 365.
Familiarity with marketplace seller support systems and case-management processes.
Knowledge of A+ Content, storefront optimization, landing pages, and product page optimization.
Familiarity with e-commerce performance metrics and account health indicators.
Strong analytical ability and comfort working with large amounts of product and order data.
Experience handling warranty claims, product returns, and customer escalations.
Ability to identify opportunities to improve product reviews, ratings, visibility, and sales.