Responsibilities
- Oversee end-to-end operations of the Shopify storefront and ensure a seamless customer journey
- Identify and fix inconsistencies such as broken links, expired promotions, and mismatched content
- Create uniform messaging for shipping policies, split shipments, and pre-order timelines across all platforms
- Develop and maintain standard operating procedures for all operational processes
- Introduce automation and systems to minimize manual tasks and reduce customer misunderstandings
- Handle customer inquiries through Shopify messaging and social media channels
- Manage requests for refunds, replacement shipments, order cancellations, and status updates
- Prioritize and resolve customer support tickets according to urgency and impact
- Analyze recurring customer feedback to identify issues and suggest operational enhancements
- Ensure all customer-facing communication is accurate, clear, and consistent with current brand messaging
- Track order processing across Shopify, Base, and Amazon MCF platforms
- Address failed orders, inventory mismatches, and fulfillment discrepancies
- Collaborate with fulfillment teams to maintain on-time delivery rates
- Manage logistics for split shipments, pre-orders, and out-of-stock items
- Investigate and resolve cases of missing or delayed deliveries
- Conduct regular website audits to catch broken links, incorrect pricing, and outdated offers
- Maintain alignment in content across product listings, landing pages, and collections
- Verify accuracy of all shipping and pre-order related communications
- Assist in configuring promotions and ensure correct backend setup
- Create and update SOPs for routine operational tasks
- Spot workflow inefficiencies and apply automation tools like Shopify Flow
- Enhance customer service platforms, including Gorgias, for better performance
- Improve post-purchase processes and overall operational efficiency
- Support data cleanup initiatives and assessment of new operational tools
- Generate and distribute weekly reports on Shopify store performance
