Responsibilities
- Oversee end-to-end operations of the Shopify store and manage customer experience
- Fix inconsistencies such as broken links, expired promotions, and mismatched content
- Create uniform messaging for shipping, split shipments, and pre-orders across all platforms
- Develop and maintain standard operating procedures for all operational processes
- Introduce systems and automated workflows to minimize manual tasks and customer confusion
- Handle customer inquiries through Shopify inbox and social media channels
- Process refunds, reshipments, order cancellations, and updates
- Prioritize and resolve customer support tickets based on urgency levels
- Analyze customer feedback for recurring issues and suggest operational improvements
- Ensure all customer-facing communication is accurate and consistent with current messaging
- Monitor order processing across Shopify, Base, and Amazon MCF platforms
- Address failed orders, inventory mismatches, and system discrepancies
- Work with fulfillment teams to maintain on-time delivery performance
- Manage split shipments, pre-orders, and out-of-stock situations effectively
- Investigate and resolve missing or delayed packages
- Conduct regular website audits for broken links, incorrect pricing, and outdated offers
- Maintain consistency across product listings, landing pages, and collections
- Verify accuracy of all shipping and pre-order related communications
- Assist in setting up promotions and ensure correct backend configuration
- Create and update SOPs for recurring operational tasks
- Identify workflow inefficiencies and implement automation using tools like Shopify Flow
- Enhance customer service platforms such as Gorgias for better efficiency
- Improve post-purchase customer experience and streamline operations
- Support system maintenance and evaluation of new tools
- Generate weekly reports on Shopify performance metrics
