Job Description

Job Summary

The E-Commerce Support Specialist will play a key role in managing the day-to-day operations of our online sales channels, including our website and Amazon storefront. This position is responsible for processing and fulfilling customer orders, handling returns and exchanges, and delivering timely, professional customer support. The role also involves monitoring order activity, resolving issues quickly, and ensuring a smooth and positive shopping experience for every customer.

Duties/Responsibilities 

• Order Processing & Fulfillment
  • Accurately process daily website, Amazon, and Walmart orders in a timely manner
  • Coordinate with fulfillment/shipping teams to ensure on-time delivery
  • Monitor order status and proactively resolve delays or issues
• Returns & Exchanges
  • Manage return requests and ensure policies are followed consistently
  • Process refunds, replacements, or exchanges through website, Amazon, and Walmart platforms
  • Inspect and document returned items as needed
• Customer Support
  • Respond promptly to customer inquiries via email, phone, and platform messaging (Amazon Seller Central, website support inbox, Walmart Seller Center etc.)
  • Troubleshoot order issues, product questions, and tracking requests
  • Deliver professional, empathetic, and solution-oriented communication
• Amazon & Website Management
  • Monitor Amazon Seller Central / Walmart Seller Center for performance notifications, feedback, and customer messages
  • Ensure product listings, pricing, and availability are accurate across platforms
  • Report and resolve listing errors or discrepancies
• Reporting & Documentation
  • Prepare daily/weekly order and return summaries
  • Provide feedback to management on recurring customer issues and process improvements
• Collaboration & Support
  • Work with marketing, sales, and operations teams to support promotions and campaigns
  • Assist with inventory management by flagging low-stock or high-return products
  • Support special projects related to e-commerce growth and customer experience

Note: This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments, and less significant responsibilities typically performed by the incumbent are not included.

Required skills/abilities

• Proven experience in customer service
• Good understanding of office management 
• Demonstrable ability to multitask and adhere to deadlines
• Well-organized with a customer-oriented approach
• Ecommerce (Woocommerce and Amazon) experience is a plus
• Excellent knowledge of MS Office

Knowledge, Education, and Experience 

• High School diploma or equivalent required; BSc in Marketing, Business, or a relevant field is a strong advantage
• At least one year of experience as a Marketing Assistant

Competencies needed for the position ​

Job Specific Competencies 

Collaboration -  works with and through others to achieve common goals and desired results

facilitative communication -  uses language effectively to gather information and facilitate an exchange of ideas

Supportive -  seeks ways to support team efforts while contributing to overall organizational success

computer skills - skilled with computers, takes advantage of new technology, learns new tools quickly, uses technology to enhance job performance

customer service - Works well with customers, promotes a positive image of the company, and strives to solve issues raised by customers

Compensation details: 30000-45000 Yearly Salary

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