About the Role
eCommerce Operations Coordinator – US
at Zwift
Long Beach, CA
Seniority Level: Associate
Location: Remote [Ideal start time 5am Pacific / 8am Eastern]
About the role and about You:
We are seeking an eCommerce Operations Coordinator to help us resolve order and return issues behind-the-scenes to ensure that our customers have a world class experience in our fast-growing, non-traditional technology company.
At Zwift, we believe in and strive for having perfect orders, but in the real world this doesn’t always happen. Your primary role is to monitor, triage, and resolve order defects that could lead to delayed shipments.
A sense of urgency: You know time is of the essence and will want to work relentlessly to resolve order issues before the customer even knows about them. You will proactively work and communicate with our internal-facing operational teams (Logistics, IT, warehouses, and external partners) and our customer-facing CS team.
Attention to detail: You will rely on your ability to dive into the details and ensure the information is correct and complete. You will feel a sense of gratification when issues are resolved and reports are clear. You will utilize your organization skills to tackle daily tasks in an efficient manner.
This opportunity is for you if:
- You are known for your follow through and thoroughness
- You love tackling problems and are able to clearly think through next steps to get to resolution
- You demonstrate a customer-first approach to your work
What you’ll do:
- Monitor a comprehensive dashboard of exception reports for order & return issues such as bad addresses, stock shortages, missing data, late fulfillments, and integration failures.
- Interact with our CS team when customer communication is required and provide thorough and timely email support to CS on status inquiries, order changes, and delivery failures.
- Communicate with warehouses for shipment updates, address changes, return issues, investigations, and fulfillment issues, ensuring you’re logging, researching, and tracking each issue until resolution.
- Support our small team by running metrics and scorecard reports weekly, reviewing data for accuracy and completeness, and adding new or missing information to records and files as needed.
- Monitor various systems for integration failures and open IT tickets when issues arise, providing timely follow up, and informing status and resolution to appropriate parties.
What we’re looking for:
- 1 year ecommerce experience.
- Detail oriented – you understand that ‘little’ details can have a big impact.
- Organizational skills – you’re able to prioritize, complete tasks efficiently, and manage your time.
- Team player – you’re quick to offer assistance to a teammate and communicate effectively.
- Customer first mindset – you aim to improve the customer’s experience.
Bonus points:
- NetSuite experience: creating and editing sales orders, item fulfillments, and return records
- Experience with ecommerce platforms such as Shopify