eCommerce Operational Specialist

Position: Operational Specialist
Location: Remote (Working hour to follow our Hong Kong timezone & need to join our day to day zooUpgrade to see actual infoeting for close communication with our other teammates)
Employment Type: Full-Time (Will start with 4-8-weeks probation working with 25 hours a week to evaluate the capabilities & skillset)
Network speed & stability is a must

We are seeking a proactive and detail-oriented Operational Specialist to join our e-commerce team. The primary focus of this role is to manage and optimize our day-to-day operations across multiple marketplaces, including Walmart, eBay, TikTok Shop, and Temu (mostly dropship and some private label) to US & Europe.

**Read this** This role goes beyond basic order fulfillment and customer service. We are looking for someone with strong problem-solving skills and operational experience who can streamline processes, manage bulk operations, and improve overall team efficiency & business profitability. While the role initially involves handling routine tasks, it is designed to evolve as the team grows, offering opportunities to focus on optimizing processes and resolving high-level operational challenges. Therefore you should highlight your experience and skills and not just order fulfillment or customer service


Do not use AI to write your application, or we will screen out your application directly.

Key Responsibilities:
1. Order Fulfillment & Tracking (Basic)
- Process customer orders across various marketplaces & Ensure on-time shipping and accurate tracking. => if the orders are not handled properly, then it will cause us penalty by the marketplace
- Resolve shipping-related issues promptly to meet marketplace standards.
- Manage supplier relationships, including stock availability, pricing, lead times, return refund & resolve disputes or supply chain disruptions efficiently.

2. Customer Service & Complaint, Dispute, and Chargeback Management (Basic)
- Respond promptly to customer inquiries across various marketplaces in real time
- Address and resolve customer complaints professionally to maintain high satisfaction.
- Handle customer disputes and chargebacks, ensuring swift resolution.
- Work to prevent recurring issues by identifying root causes and implementing solutions.

3. Return, Refund & Marketplace Penalty Management (Advanced)
- Process customer returns and refunds efficiently to minimize costs and penalties.
- Analyze trends in returns and implement strategies to reduce their occurrence.
- Monitor and resolve marketplace policy violations by submitting appeals.
- Develop and implement preventative measures to avoid violations.

4. Process Optimization (Advanced)
- Analyze current workflows and identify inefficiencies.
- Implement tools and systems (e.g., ERP software) to improve operational efficiency.-
- Document and maintain scalable workflows for future team expansion.
- Work closely with the IP Compliance teammate to review listings and minimize IP risks for the business.
- Ensure all operational processes align with marketplace policies to protect account health.

5. Operational Metrics and Performance Evaluation (Advanced)
- Analyze metrics from multiple marketplaces to assess performance and identify trends.
- Simplify and organize messy, time-lagged data into clear, actionable reports.
- Recommend and implement dashboards or systems to streamline metric tracking and visualization.


Requirements:
Experience
- Demonstrated experience in solving high-level operational challenges within e-commerce (must).
- Background in marketplaces like eBay, Walmart, TikTok Shop is highly preferred. (but Amazon FBA or Walmart WFS is not a bonus)

Skills:
Exceptional problem-solving abilities with a focus on process improvement.
- Strong analytical skills, with the ability to organize and interpret data from multiple sources.
- Advanced Excel skills
- Excellent communication skills for handling customer inquiries and supplier negotiations.

Knowledge:
- Solid understanding of marketplace policies, including shipping, returns, and compliance.
- Familiarity with ERP systems, reporting tools, and workflow management software.

Technical Requirements:
- Stable and high-speed internet connection.
- Proficiency in tools like Excel, project management platforms (e.g., Trello, Asana), and customer service tools (e.g., Zendesk).

Compensation and Benefits
**Competitive Salary: - PHP 15,000–25,000/month for part-time and PHP 30,000–40,000/month for full-time, based on experience and qualifications. Plus Additional Performance-based bonuses
**Growth Opportunities: - Potential for promotion to a managerial role as the business and team grow,


We're Looking for Someone Who:
- Brings a strategic approach to operational challenges, beyond just completing routine tasks.
- Can independently solve complex problems while improving processes.
- Demonstrates a comprehensive understanding of e-commerce operations and scalability.
- Excels in capturing and presenting key operational metrics to inform decisions and improve business outcomes.
- Writes "Mushroom" in your application to show attention to detail.


To Apply:
Please send your CV and a cover letter detailing your experience in solving high-level operational challenges, analyzing operational metrics, and improving processes to Upgrade to see actual info with the title "I want to work with you - Operational Specialist - [YOUR NAME]".

Applications that focus solely on basic order fulfillment and customer service will not be considered. Please highlight your experience in handling complex operational issues, analyzing data, and driving improvements in e-commerce operations.