eCommerce Operations Specialist – Shopify - (Remote 100%)

Our Customer, a Fortune 500 company, is an American producer and marketer of beer, wine, and spirits. They are the largest beer import company in the US, measured by sales, and have the third-largest market share of all major beer suppliers.

We are seeking a fully remote eCommerce Operations Specialist – Shopify to help a newly acquired business unit fully integrate with the broader organization on a contract basis.

Role Overview

The Mom Project's client is looking for support for day-to-day eCommerce customer operations, escalations and order exceptions across Shopify and our other customer and marketplace platforms.

The key requirement is that the person or team is trained on eCommerce platforms and has sufficient system access to take action and resolve issues, rather than simply routing them to another team.

This does not necessarily need to be a dedicated full-time position. The responsibilities could be handled by a part-time resource or incorporated into a broader team.

Key Responsibilities

• Serve as the escalation point for eCommerce customer issues that cannot be resolved by our outsourced frontline customer-support team.
• Manage and coordinate with Chatdesk and other customer-support partners.
• Resolve order issues in Shopify, including replacements, refunds, order changes, samples and other approved customer resolutions.
• Work with our fulfillment partner to resolve stuck, failed, delayed or otherwise problematic orders.
• Monitor and resolve day-to-day eCommerce order exceptions.
• Support customer and order-related activity across additional platforms including Faire, Airgoods, Walmart and Amazon.
• Handle or appropriately escalate subscription-related customer issues.
• Support customer communications related to out-of-stock products, substitutions and other order issues.
• Identify recurring customer or platform problems and escalate technical issues to the eCommerce Platform & Shopify Manager.
• Maintain basic documentation and reporting on escalations, recurring issues and operational exceptions.
• Support the transition of customer service processes and systems as this division fully incorporates with the larger organization.

Qualifications

• 3+ years of experience in DTC eCommerce customer service, customer operations or order management.
• Hands-on experience working in Shopify, particularly with orders, refunds, replacements and fulfillment status.
• Experience with customer-support platforms such as Gorgias, Zendesk or Salesforce Service Cloud.
• Comfortable learning and working directly in multiple eCommerce and marketplace platforms.
• Experience working with a 3PL or fulfillment partner is preferred.
• Strong judgment, organization and written communication skills.
• Able to distinguish between issues that can be resolved directly and issues requiring technical, finance, operations or brand escalation.
• CPG or food/beverage experience is a plus.

Key Platforms

Shopify, Gorgias/Salesforce, Chatdesk, Stay.ai, WSI, Faire, Airgoods, Walmart, Amazon and Klaviyo.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.