Ecommerce Operations Specialist

Ecommerce Operations Specialist

HR MGMT 10 LLC

Tustin, CA Job Details Full-time 17 hours ago Qualifications Employee onboarding Management Operations management ERP systems Process improvement Data reporting Mid-level Improving operational efficiency E-commerce Quality control Customer support ticket management E-commerce fulfillment operations Logistics inventory management Technical troubleshooting support Cross-functional collaboration Onboarding process management Escalation handling Order picking Cross-functional communication Supply chain collaboration Training delivery Full Job Description Ecommerce Operations Specialist Ecommerce, Inventory Systems & Customer Experience Position Summary The Ecommerce Operations Specialist is responsible for the day to day execution of ecommerce operations across Dialed and Muha Meds. This role owns backend order flow, inventory accuracy within systems across both ecommerce and wholesale channels, and customer experience performance, ensuring a seamless process from order placement through post delivery support. This position works cross functionally with fulfillment, sales, and marketing teams to ensure orders are processed accurately, inventory is reliable, and customer issues are resolved efficiently. This role provides day to day oversight of customer service operations while continuing to develop leadership capability. This role does not manage warehouse operations or perform daily customer service ticket responses, but is responsible for coordinating closely with fulfillment teams and ensuring customer experience standards are met. Key Responsibilities Ecommerce Operations & Backend Management Manage daily ecommerce backend operations across Dialed and Muha Meds platforms Monitor order flow and ensure orders are processed accurately and on time Identify and resolve ecommerce issues including order errors, system discrepancies, and fulfillment gaps Maintain product listings, inventory availability, and backend accuracy Coordinate with fulfillment teams to ensure timely processing of ecommerce, rewards, and internal orders Inventory Management & System Accuracy (All Channels) Own inventory accuracy within ERP and ecommerce systems across both ecommerce and wholesale channels Maintain and update inventory records to reflect real time availability Serve as the system source of truth for inventory across all sales channels Build and maintain inventory availability trackers when stock visibility is unclear Investigate and resolve discrepancies caused by system errors, sales activity, or process gaps Partner with fulfillment teams to reconcile system inventory against physical counts Customer Experience Oversight Oversee day to day customer service operations across ecommerce channels Monitor ticket queues, response times, and resolution quality Ensure Customer Experience Agents are responding accurately and in a timely manner Review tickets for quality control and provide feedback as needed Escalate complex or sensitive issues to leadership when necessary Identify recurring issues and implement process improvements Customer Experience Support & Development Provide guidance and support to Customer Experience Agents Assist with onboarding and training of new team members Establish and maintain response standards, tone, and workflows Step in to support ticket volume only when needed or during peak periods Marketing, Events & Special Orders Support Coordinate fulfillment of influencer shipments, sponsorships, and event related orders Support marketing teams with product allocation and shipment planning Manage ecommerce related internal orders including rewards and sample requests Ensure accurate tracking and communication of all non standard orders Reporting & Performance Tracking Track ecommerce performance including order volume, fulfillment timing, and issue rates Compile customer service metrics such as ticket volume, response time, and resolution rate Prepare operational summaries and reports for leadership review Identify trends, flag issues, and recommend improvements based on data Cross Functional Collaboration & Process Improvement Act as a liaison between ecommerce, fulfillment, sales, and customer service teams Communicate daily with internal teams on order status, inventory issues, and priorities Support process improvements to increase efficiency and reduce errors Assist with system troubleshooting, inventory audits, and operational projects Role Scope & Boundaries Owns ecommerce operations, inventory systems accuracy, and customer experience performance Serves as the system owner of inventory across both ecommerce and wholesale channels Provides day to day oversight of Customer Experience Agents but does not handle routine ticket responses Customer Experience Agents are responsible for day to day ticket execution Oversees ecommerce order flow but does not manage warehouse staff or fulfillment execution Fulfillment teams remain responsible for all physical inventory, picking, packing, and shipping operations What Success Looks Like Ecommerce orders are processed accurately and on time Inventory systems reflect reliable and consistent data across all channels Customer service operations run efficiently with high quality responses Cross functional communication is proactive and organized Operational issues are identified early and resolved effectively