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Now viewing: E-commerce Operations Specialist
GP
Gregory Packaging
E-commerce Operations Specialist
Job Description
E-commerce Operations Specialist Gregory Packaging - 2.7 Bethlehem, PA Job Details Full-time 7 hours ago Qualifications Customer communication Financial data reconciliation Customer returns handling Shopify Full Job Description Join a new direct-to-consumer and marketplace e-commerce business backed by the resources and stability of an established company. As the first dedicated E-commerce Operations Specialist, you will play a pivotal role in building and scaling the operational foundation of a fast-growing business. This is a unique ground-floor opportunity to own end-to-end operations, create efficient processes, and directly impact the companys growth trajectory. If you thrive in dynamic environments, enjoy building structure from the ground up, and want to grow into a management role as the business expands, this position offers an exciting path forward. Responsibilities Monitor and process daily orders across Shopify and Amazon Seller Central, resolving holds, exceptions, address issues, and flagged or fraudulent orders. Act as the primary liaison with the warehouse and, in the future, third-party logistics (3PL) providers. Transmit orders, confirm shipments, and ensure fulfillment partners meet service standards. Lead the transition from in-house fulfillment to a 3PL, including defining requirements, coordinating onboarding and system integration, and managing the cutover to avoid customer disruption. Reconcile inventory across warehouse/3PL, Shopify, and Amazon, proactively resolving discrepancies to prevent oversells or stockouts. Manage inbound replenishment to warehouse/3PL and Amazon/Walmart fulfillment centers, including shipment planning, labeling, and receiving confirmation. Coordinate pickup and delivery scheduling for larger wholesale and B2B orders with plants, carriers, and customers. Track shipping costs, carrier performance, and delivery exceptions; file claims for lost, damaged, or delayed shipments. Process returns and RMAs from authorization through final disposition and refund. Own all customer communications across email, marketplace messaging, and other support channels, ensuring timely and professional responses. Resolve order inquiries, shipping issues, product questions, returns, refunds, and complaints, exercising sound judgment for exceptions. Onboard new wholesale and B2B accounts, including customer setup, vendor registration, credit applications, and payment terms. Monitor and respond to product reviews, seller feedback, and marketplace performance notifications. Escalate recurring product or quality issues with detailed documentation to drive corrective action. Develop customer support resources such as response templates, FAQs, policy language, and a help center as volume grows. Maintain product listings, content, pricing, and inventory availability across all active sales channels. Support the launch of additional web-based sales channels, including setup, onboarding, and integration with existing systems. Reconcile marketplace and payment processor settlements against recorded sales, including fees, refunds, chargebacks, and reserves. Respond to and document payment disputes and chargebacks with appropriate supporting evidence. Coordinate with the finance team on wholesale and B2B invoicing and follow-up on past-due accounts. Build simple reporting on orders, fulfillment performance, returns, customer support volume, and channel effectiveness. Qualifications 24 years of experience in e-commerce operations, order management, fulfillment, or customer service, ideally in consumer packaged goods, food, or beverage. Hands-on experience with Shopify and Amazon Seller Central, including direct platform usage. Strong reconciliation skills, with the ability to tie marketplace settlement reports to recorded sales and explain discrepancies. Experience coordinating with warehouses, 3PLs, or carriers, with a proactive approach to issue resolution. Excellent written communication skills for professional customer interactions. High attention to detail and accuracy, especially under increased order volume. Self-directed and resourceful, able to build and own processes independently.