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I'm looking for a reliable and detail-oriented E-Commerce Operations Assistant to help manage and resolve escalated customer service tasks for my online retail business. This role is ideal for someone who is comfortable handling operational decisions such as processing refunds, approving replacements, requesting missing information, and coordinating with 3PL agents or suppliers to ensure timely resolution of customer issues.
You’ll act as a filter and decision-maker, handling tasks that are currently being escalated to me.
Key Responsibilities:
Review and triage internal support tickets and messages from customer service reps and 3PL partners
Issue refunds (via Shopify, PayPal, or Stripe) when applicable, following company policy
Arrange for product replacements via AliExpress, DSers, or 3PL systems
Request missing customer information when needed (e.g., photos, addresses, return tracking, tax numbers)
Communicate with suppliers and fulfillment centers to resolve order issues
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