E-commerce Operations Specialist

2 weeks ago

Copenhagen, Copenhagen, Denmark wallhack Full time
About the Role

The ideal candidate will be a versatile specialist with expertise in logistics coordination, e-commerce administration, and customer support.

You will be responsible for overseeing three core areas: customer support, logistics coordination, and e-commerce administration.

This role offers the chance to grow within a dynamic startup environment while directly impacting our global customer experience.

Key Responsibilities
  • Resolve global customer tickets and collaborate with carriers/3PLs to ensure timely order fulfillment.
  • Update and maintain customer care SOPs to align with company goals and ensure our regional customer care facilitators are up to date.
  • Proactively communicate with customers about order exceptions (e.g., address changes) to prevent delivery delays.
  • Identify and share last-mile efficiency opportunities with the team.
  • Stay updated on customer care software and tools to optimize service workflows.
  • Act as the first point of contact for customer inquiries across email, chat, and phone, providing timely and outstanding technical assistance.
  • Manage customer complaints, inquiries, and escalations professionally, ensuring swift resolution.
  • Oversee customer interactions on platforms, ensuring positive engagement with our customers.
  • Document customer interactions, identify recurring issues, and collaborate with internal teams to improve processes.
  • Provide actionable feedback to departments to address customer pain points and improve our offerings.
  • Use tools like Gorgias and Shopify to manage tickets and orders, ensuring smooth operations.
  • Handle negative review management on platforms like Amazon, addressing concerns to enhance customer satisfaction.
E-Commerce Administration
  • Maintain and update product data in the PIM system for new launches.
  • Optimize Shopify integrations with 3PLs/carriers to automate tracking and fulfillment.
  • Improve automation workflows across e-commerce platforms.
  • Conduct daily checks with 3PLs to address missed/delayed orders.
Logistics Coordination
  • Manage KOL (Key Opinion Leader) bulk shipping, order creation, and tracking.
  • Coordinate with freight forwarders to organize shipments and ensure accurate documentation (e.g., customs, invoices).
  • Proactively track shipments and resolve delays with 3PLs (third-party logistics providers).
  • Monitor Shopify inventory levels to prevent stockouts and update 3PL IMS systems to resolve order errors.

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