Job Details

Position Summary
The Customer Care Specialist supports the eCommerce customer operations function for a high-volume eCommerce distribution business. This role ensures operational efficiency across order management, customer case handling, compliance, and post-order support.

This position supports B2B customers, retail partners, and internal stakeholders rather than direct consumers, ensuring accurate, timely, and compliant execution of all order- and service-related activities.

Key Responsibilities

• Manage customer-related cases including order status updates, changes, returns, and exception handling.
• Ensure timely resolution of inquiries within defined SLAs.
• Coordinate with internal teams to resolve escalated issues efficiently.
• Maintain organized and up-to-date case documentation and communication logs.
• Process and release orders as needed to meet retailer SLA's.
• Investigate and correct order discrepancies and system errors.
• Support adherence to compliance and customer-specific order requirements.
• Identify recurring issues or bottlenecks and recommend process improvements.

• 3+ years of experience in customer operations, eCommerce, or distribution
• Working knowledge of Order Management Systems (OMS) and ERP environments (e.g., NetSuite, SAP)
• Strong problem-solving, communication, and organizational skills
• Proven ability to manage multiple priorities in a fast-paced environment