Ecommerce Customer Support & Operations Coordinator

Acquire Intelligence; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Toys“R”Us ANZ is hiring a Customer Support Assistant to help deliver a seamless customer experience across Toys“R”Us ANZ, Babies“R”Us, Riot Art & Craft, Hobby Warehouse, B2B, and marketplace channels. You will handle enquiries, order issues, refunds, returns, and warranties across Shopify, SAP, and WMS while collaborating with Finance, Warehouse, Merchandising, Marketing, and logistics teams.

The role focuses on customer service, eCommerce operations, problem-solving, and continuous improvement,

Qualifications

• Experience in customer service, retail operations, eCommerce administration, order management, or a similar role.
• Experience handling customer enquiries, refunds, returns, warranties, or order-related concerns.
• Previous experience with eCommerce platforms, order management systems, or marketplace environments.
• Experience coordinating with warehouse, logistics, Finance, or other internal teams is highly desirable.
• Exposure to dropship operations is an advantage.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage customer enquiries across Gorgias and other support channels for Toys“R”Us, Babies“R”Us, Riot Art & Craft, Hobby Warehouse, B2B, and marketplace customers.
• Investigate and resolve order issues, delivery delays, refund requests, returns, and warranty claims within agreed timeframes.
• Provide timely, accurate, empathetic, and brand-aligned responses to customer concerns.
• Maintain clear records of customer interactions, resolutions, and follow-ups.
• Identify recurring customer issues and elevate system, supplier, or operational concerns to the relevant teams.
• Assist with daily flow of orders between Shopify, SAP, and WMS, ensuring order and inventory data remains accurate.
• Coordinate with Finance regarding invoice requests, payment tracking, refunds, and customer order reconciliation.
• Support system updates, data clean-ups, and process improvements across eCommerce and operational platforms.

Skills

Customer service

Retail operations

eCommerce administration

Order management

Dropship operations

Attention to detail

Multitasking

Tools

Shopify

SAP

WMS

Gorgias

Zendesk

AI tools

ChatGPT

Claude

Job description

Toys“R”Us ANZ is hiring a Customer Support Assistant to help deliver a seamless customer experience across Toys“R”Us ANZ, Babies“R”Us, Riot Art & Craft, Hobby Warehouse, B2B, and marketplace channels. You will handle enquiries, order issues, refunds, returns, and warranties across Shopify, SAP, and WMS while collaborating with Finance, Warehouse, Merchandising, Marketing, and logistics teams.

The role focuses on customer service, eCommerce operations, problem-solving, and continuous improvement,