Ecommerce Operation Specialist

Job Summary

The Ecommerce Operation Specialist will serve as a key operational and customer-facing member of the team, responsible for delivering excellent customer service while ensuring the accurate and timely processing of sales orders, returns, and exchanges through ERP systems such as QuickBooks or NetSuite. This role requires strong communication skills, exceptional attention to detail, and proficiency in data entry and order management. The ideal candidate is proactive, highly organized, and committed to supporting smooth and efficient transactional workflows.

Key ResponsibilitiesCustomer Support

• Respond to customer inquiries via email, chat, and phone with professionalism and clarity.
• Assist customers with product information, order status, tracking, returns, refunds, and general support needs.
• Resolve customer concerns efficiently and ensure complete customer satisfaction.
• Handle escalations with patience, empathy, and timely follow-up.
• Maintain accurate documentation of customer interactions within CRM and ERP systems.
• Identify recurring issues and suggest improvements to enhance the customer experience.

Order & Transaction Processing

• Order Entry: Accurately input and process new customer orders into QuickBooks/NetSuite or other systems from emails, sales teams, and e-commerce platforms.
• Order Fulfillment Coordination: Partner with warehouse and operations teams to ensure orders are picked, packed, and shipped on schedule.
• Invoicing & Billing: Create and send accurate customer invoices in line with company policies.
• Returns & Exchanges: Process returns, refunds, and exchanges within the ERP, ensuring proper inventory and financial updates.
• Troubleshooting: Investigate and resolve issues related to orders, inventory discrepancies, invoices, and shipping.
• Documentation: Maintain organized digital and physical records for all orders, returns, and related communications.

Data Entry & Administrative Support

• Perform high-volume data entry to keep databases, spreadsheets (Excel), and ERP records accurate and up to date.
• Add new items to the ERP with complete and correct details.
• Assist in generating reports related to sales, returns, and inventory levels as required by management.
• Maintain and organize filing systems—digital and hard copy—ensuring confidentiality and quick retrieval.
• Coordinate with customers and internal teams to provide updates on order status, delays, troubleshooting results, and other transactional details.
• Provide general office support, including managing supplies, handling mail, and assisting with clerical tasks.
• Perform other related duties assigned from time to time.

Eligibility Requirements

• 2–3 years of experience as an Ecommerce Administrative Assistant or in a similar role involving ERP-based order processing, invoicing, and returns management.
• Proficiency in QuickBooks, NetSuite, or equivalent ERP systems.
• Strong skills in Microsoft Excel for data entry, reporting, and database updates.
• High accuracy in data entry and experience handling large volumes of transactional data.
• Familiarity with Accounts Payable/Receivable, invoicing, billing, and reconciliation processes.
• Strong organizational skills with expertise in record keeping and documentation.
• Excellent written and verbal communication skills for customer and internal correspondence.
• Ability to investigate and resolve discrepancies with professionalism.
• Highly proactive, detail-oriented, and capable of multitasking in a fast-paced environment.
• Commitment to maintaining workflow efficiency, accuracy, and confidentiality.

Job Type: Full-time

Application Question(s):

• How do you ensure accuracy while entering high volumes of order data?
• How much experience you have as E-commerce operation specialist?
• What is your current salary?
• What is your expected salary?

Work Location: In person