Responsibilities
- Handle customer inquiries through the Shopify messaging system and social media platforms
- Manage requests for refunds, order reships, cancellations, and status updates
- Prioritize and resolve customer support cases according to urgency and impact
- Analyze customer feedback to detect recurring issues and suggest operational enhancements
- Maintain clarity, accuracy, and consistency in all customer-facing communications
- Oversee order processing across Shopify, Base, and Amazon MCF platforms
- Address failed orders, inventory mismatches, and fulfillment discrepancies
- Collaborate with fulfillment partners to ensure on-time delivery of orders
- Manage complex shipping scenarios including split shipments, pre-orders, and stock shortages
- Investigate and resolve reports of missing or delayed deliveries
- Conduct regular website audits to identify broken links, incorrect pricing, or expired promotions
- Ensure product listings, landing pages, and collections are accurate and consistent
- Verify shipping and pre-order messaging for correctness and clarity
- Assist in configuring promotional campaigns and confirm backend settings are accurate
- Develop and maintain standard operating procedures for routine operational tasks
- Identify workflow inefficiencies and apply automation tools such as Shopify Flow
- Enhance performance of customer service platforms like Gorgias
- Improve post-purchase customer experience and internal operational processes
- Support efforts to clean up systems and evaluate new operational tools
- Generate weekly reports on Shopify store performance and key activities
- Monitor critical business metrics including customer acquisition cost, lifetime value, and conversion rates
- Detect emerging trends, irregularities, and potential risks in operational data
- Ensure data integrity to support informed business decisions
- Uphold compliance with accessibility standards, privacy regulations, and tracking requirements
- Review product pages and marketing campaigns for potential compliance issues
