Regional Back Office Specialist - Digital Commerce

AMERICAS

at

PHILIPP PLEIN

Regional Back Office Specialist - Digital Commerce

AMERICAS

at

PHILIPP PLEIN

in Weehawken, New Jersey Posted in about 14 hours ago.

Type:

full-time About the Role?

PHILIPP PLEIN

is looking for a highly organized and hands-on Back Office Specialist to support our

AMERICAS

digital commerce operations across direct e-commerce and marketplace channels. The role is at the center of our omnichannel order fulfillment process, working closely with warehouses, stores, carriers, Customer Service, E-commerce, Marketplace, IT, Finance, and other internal and external partners to ensure that every customer order is processed, fulfilled, delivered, returned, or refunded correctly and on time. You will monitor daily operations across our fulfillment stock points, proactively identify issues, coordinate solutions, and ensure that the operational setup is ready to support the business. We are looking for someone who takes ownership, follows issues through to resolution, and continuously looks for ways to make operations more accurate, efficient, and scalable. Key Responsibilities Monitor the complete order lifecycle across US direct e-commerce and marketplace channels, from order creation through fulfillment, shipment, delivery, return, cancellation, and refund. Coordinate daily order fulfillment across warehouses, stores, and other stock points within our omnichannel network. Ensure orders are processed and shipped within required timelines and proactively follow up on pending, blocked, failed, or delayed orders. Work closely with warehouses and stores to resolve fulfillment, inventory, picking, packing, shipment, return, and other operational issues. Coordinate with carriers regarding pickups, shipment delays, failed deliveries, lost parcels, and other transportation issues, following investigations through to resolution. Monitor inventory availability, stock movements, and synchronization across fulfillment locations and digital channels. Coordinate operational requirements across warehouses, stores, and other stock points, including packaging, POS materials, supplies, and other resources required for smooth order fulfillment. Monitor returns and ensure returned products are received, processed, and correctly inbounded back into stock. Ensure cancellations, refunds, and return processes are completed accurately and within required timelines. Investigate operational discrepancies across e-commerce platforms, marketplaces, ERP, warehouses, stores, carriers, and other connected systems. Escalate technical or integration issues to the relevant teams and follow through until operational resolution. Support Customer Service with order investigations and provide accurate operational information to enable timely customer resolution. Maintain operational reporting and monitor fulfillment performance, delays, cancellations, returns, and recurring issues. Identify root causes behind operational failures and coordinate corrective actions with the relevant teams. Support documentation and continuous improvement of operational procedures and workflows. Identify manual or inefficient processes and contribute to automation and process-improvement initiatives. Support new channels, stock points, integrations, carriers, and other operational projects. Support additional operational activities and business needs as the US digital commerce and omnichannel business evolves. Required Skills & Experience Experience in e-commerce operations, order management, retail operations, logistics, back office, or a similar operational role. Good understanding of order fulfillment processes, including shipments, cancellations, returns, and refunds. Experience coordinating operational activities across different teams, locations, or external partners. Comfortable working with operational systems, data, and multiple information sources. Strong Excel skills and confidence working with operational data. Excellent organizational skills and attention to detail. Strong analytical and problem-solving mindset with the ability to investigate issues and identify root causes. Ability to manage multiple priorities and time-sensitive operational issues simultaneously. Strong communication and coordination skills. Proactive, reliable, and comfortable taking ownership of issues through resolution. Nice to Have Experience with e-commerce platforms or online marketplaces. Experience in an omnichannel retail environment. Experience working with carriers, warehouses, or 3PL partners. Experience with ERP integrations, reporting, or process automation. Fashion, retail, or consumer goods experience. Ideal Profile Highly hands-on and operationally minded. Takes ownership from problem identification through final resolution. Customer-focused and understands how operational accuracy impacts the customer experience. Proactive and does not wait for issues to escalate before acting. Highly organized and detail-oriented. Comfortable coordinating multiple teams, locations, systems, and external partners. Able to investigate problems, identify root causes, and implement practical solutions. Challenges inefficient processes and continuously looks for better ways of working. Calm and solution-oriented under pressure. Reliable, accountable, and persistent. Flexible and willing to take on new responsibilities as business and operational needs evolve.