E-commerce Operations Specialist

Alpinestars; Asolo; On-site; EUR 32,000 - 39,000; Full time

Benefits offered by this job

Meal vouchers

Welfare benefits

Job summary

Alpinestars is seeking an E-commerce Operations Specialist to ensure a seamless end-to-end customer experience across our DTC online business. You will own operations from order to fulfilment, delivery, returns and refunds, and serve as the main liaison with the distribution centre.

You will drive process improvements across delivery, tracking, returns, and customer communications, localizing services by market and collaborating with IT, Merchandising and Carrier partners to boost efficiency and

Qualifications

• 3+ years of experience in E-commerce operations, customer experience or a similar role.
• Strong understanding of the E-commerce customer journey, particularly fulfilment, delivery, returns and post-purchase.
• Strong analytical, organizational and problem-solving skills.
• Experience with E-commerce platforms and order management systems; Shopify experience is a plus.
• Strong communication and cross-functional collaboration skills.
• Proactive, customer-centric mindset with a focus on continuous improvement.
• Fluency in English; additional languages are a plus.

Responsibilities

• Take ownership of delivering an excellent end-to-end operational customer experience, ensuring a seamless journey from order placement through to fulfilment, delivery, returns, exchanges and refunds.
• Own the returns process and return analysis, identifying trends and root causes, and work closely with the E-commerce Merchandising team to develop actions that help reduce avoidable returns.
• Act as the main E-commerce point of contact for the distribution centre, coordinating and resolving operational issues affecting customers.
• Drive initiatives to improve the customer and post-purchase experience, including delivery, tracking, returns and customer communications.
• Optimize and localize delivery methods and service options by market, based on localized customer expectations and performance.
• Monitor order processing, fulfilment and delivery performance, identifying delays, exceptions and recurring issues.
• Work with carriers and internal teams to improve delivery performance and service quality.
• Collaborate with Customer Care to identify recurring customer pain points and translate them into operational improvements.
• Optimize E-commerce operational processes and workflows to improve efficiency and scalability.
• Work with IT and E-commerce teams to resolve operational issues across systems and integrations.
• Monitor key operational and customer experience KPIs and identify opportunities for improvement.
• Support the implementation and testing of new operational solutions and processes.

Skills

E-commerce operations

Customer experience

Data analysis

Order management systems

Cross-functional collaboration

English fluency

Tools

Shopify

Job description

Alpinestars is a global leader in high‑performance protective gear, built on decades of innovation across the disciplines of motorcycle, motocross and motorsport, successfully transferring our success on track, to peace of mind for the everyday rider on road or trail.

Founded in 1963, the brand has become synonymous with technical excellence, athlete‑driven design, and a relentless commitment to pushing the boundaries of what’s possible in rider protection and performance.

Today, Alpinestars looks to a new challenge to shape the future of mountain biking. Through combining feedback from our class leading athletes and our extensive knowledge of cutting‑edge materials and advanced ergonomics, we are on a journey to take rider performance and protection to a whole new level.

Role Overview

As the E-commerce Operations Specialist, you will be responsible for ensuring a seamless and efficient end-to-end customer experience across our DTC E-commerce business.

The role focuses on operational efficiency, delivery experience, post-purchase optimization, returns and continuous improvement. You will act as the main E-commerce point of contact with our distribution center.

Key Responsibilities:

• Take ownership of delivering an excellent end-to-end operational customer experience, ensuring a seamless journey from order placement through to fulfilment, delivery, returns, exchanges and refunds.
• Own the returns process and return analysis, identifying trends and root causes, and work closely with the E-commerce Merchandising team to develop actions that help reduce avoidable returns.
• Act as the main E-commerce point of contact for the distribution centre, coordinating and resolving operational issues affecting customers.
• Drive initiatives to improve the customer and post-purchase experience, including delivery, tracking, returns and customer communications.
• Optimize and localize delivery methods and service options by market, based on localized customer expectations and performance.
• Monitor order processing, fulfilment and delivery performance, identifying delays, exceptions and recurring issues.
• Work with carriers and internal teams to improve delivery performance and service quality.
• Collaborate with Customer Care to identify recurring customer pain points and translate them into operational improvements.
• Optimize E-commerce operational processes and workflows to improve efficiency and scalability.
• Work with IT and E-commerce teams to resolve operational issues across systems and integrations.
• Monitor key operational and customer experience KPIs and identify opportunities for improvement.
• Support the implementation and testing of new operational solutions and processes.

Skills & Experience:

• 3+ years of experience in E-commerce operations, customer experience or a similar role.
• Strong understanding of the E-commerce customer journey, particularly fulfilment, delivery, returns and post-purchase.
• Strong analytical, organizational and problem-solving skills.
• Experience with E-commerce platforms and order management systems; Shopify experience is a plus.
• Strong communication and cross-functional collaboration skills.
• Proactive, customer-centric mindset with a focus on continuous improvement.
• Fluency in English; additional languages are a plus.

Salary package: from 35.000€ + meal vouchers + welfare