E-Commerce Support & Fulfillment Specialist

Acquire Intelligence

Taguig

On-site

PHP 240,000 - 300,000

Full time

5 hours ago

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Job summary

The Customer Support Assistant role at Toys”R”Us ANZ Pty Ltd focuses on coordinating customer service administration across the Toys”R”Us group, including inbound enquiries, refunds, returns, warranties, and data flow between Shopify, SAP, and WMS systems.

They work with gift card management via Prezzee and drop ship order coordination, ensuring timely resolutions and accurate customer records while collaborating with Finance, Warehouse, Merchandising, and Marketing teams.

Qualifications

Experience in customer service, retail operations, or eCommerce administration.
Proficiency with Shopify, Gorgias, and related order management tools.
Understanding of SAP and warehouse management systems (WMS).
Experience managing refunds, warranties, and returns processes.

Responsibilities

Manage customer enquiries across channels for Toys”R”Us, Babies“R”Us, Riot Art & Craft, Hobby Warehouse, B2B and Marketplaces.
Investigate and resolve order issues, delivery delays, refund requests, and warranty claims.
Provide timely, empathetic, and brand-aligned responses to customer concerns to ensure a positive experience.
Track recurring issues and elevate system or supplier-related problems to relevant teams for resolution.
Maintain clear communication records and ensure prompt customer follow-ups.