E-Commerce Operations Specialist
OPERATIONS:- Oversaw e-commerce daily operations (fulfillment and distribution, inventory, fraud detection, returns, etc.)- Managed full product life cycle (setup, merchandising, optimization, discontinuation, etc.)- Oversaw Shopify store design and theme updates - Performed full site audits to ensure accurate information and full functionality- Reviewed store analytics to recommend strategies to drive site traffic and customer conversion- Determined and reported on operations KPIs- Onboarded new vendors and maintained positive vendor relationships- Created all landing pages and product descriptions to optimize SEO- Managed store inventory via third-party apps (POS system, Vend, plug-ins, etc.)- Maintained digital library of assets- Vetted and integrated Shopify apps as needed- Created and maintained promo codes, offers, and site pop-ups- Created store assets in Adobe Photoshop and Illustrator- Updated and troubleshot basic HTML and CSSCUSTOMER SERVICE & MANAGEMENT:- Determined and reported on customer service KPIs- Resolved escalated customer service tickets via HelpScout- Created and analyzed customer surveys and feedback- Processed customer orders (POs, confirmations, shipping information, feedback and follow-ups)- Completed monthly expense reports and issued customer invoices- Wrote and organized 60+ e-commerce and customer service team procedures and tools