Operations Coordinator/Support

The Recruiter; Philippines; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Remote work with US-hour overlap

Job summary

The Recruiter in the Philippines is seeking an experienced E-commerce Operations Specialist to oversee day-to-day activities across DTC, Amazon, and retail channels. You will ensure accurate orders, handle returns and claims, and support website quality and SOP documentation, with a focus on efficient, detail-oriented execution.

You will work remotely with meaningful overlap with US business hours, adapting to a fast-paced environment and contributing to process improvements using AI tools.

Qualifications

• 3+ years in e-commerce/retail ops or customer support.
• Hands-on Shopify order management experience.
• Experience with DTC, marketplace (Amazon), and wholesale exposure.
• Detail-oriented with ability to work asynchronously and meet deadlines.

Responsibilities

• Process all orders across DTC, Amazon, and retail channels within Shopify with correct pricing and addresses.
• Provide fast customer service including processing returns, warranty replacements, and carrier claims.
• QA website and product pages for correct photos, prices, and copy on internal/retailer platforms.
• Manage and resolve open system and website tickets daily.
• Support retail routing by completing routing guides and EDI forms per SOPs.
• Perform operational support tasks like updating partner inventory, maintaining the team calendar, and IT onboarding/offboarding.
• Document all processes into clear SOPs.
• Utilize AI and other tools to enhance drafting and repetitive tasks.

Skills

Order management

Attention to detail

Remote collaboration

Customer support

Tools

Shopify

Job description

This company operates in the e-commerce and retail sector, offering products through direct-to-consumer channels, major online marketplaces, and department stores, alongside a corporate gifting line.

Role Summary

This role is responsible for ensuring the smooth day-to-day operations across all sales channels, including order processing, website accuracy, retail compliance, and customer support. The ideal candidate is detail-oriented, takes pride in thorough follow-through, and is comfortable working in a fast-paced environment.

Key Responsibilities

• Process all orders accurately across DTC, Amazon, and retail channels within Shopify, ensuring correct pricing and addresses.
• Provide fast and reliable customer service, including processing warranty replacements, returns, and carrier claims for stuck shipments.
• Conduct quality assurance for website and product detail pages, confirming correct photos, prices, and copy on internal and retailer platforms.
• Manage and resolve open system and website tickets daily, ensuring timely resolution.
• Support retail routing by accurately completing routing guide and EDI forms according to established SOPs.
• Perform operational support and administrative tasks such as updating partner inventory, maintaining the team calendar, and handling IT onboarding/offboarding.
• Document all processes into clear Standard Operating Procedures (SOPs).
• Utilize AI and other tools to enhance efficiency in drafting and repetitive tasks, contributing to workflow development.

Required Qualifications

• 3+ years of experience in e-commerce/retail operations, order management, or customer support.
• Hands-on experience with Shopify for order management.
• Experience with DTC, marketplace (Amazon), and wholesale/retail exposure.

Soft Skills & Attributes

• Exceptional attention to detail and a commitment to accuracy.
• Reliable, warm, and fast customer follow-up.
• Ability to remain calm under high volume, particularly during peak seasons.
• Comfortable working in async, remote, founder-led environments with meaningful overlap with US business hours.
• Proactive in identifying and addressing potential errors or issues.
• Adaptable and comfortable with utilizing AI and other tools for efficiency, while also willing to perform tasks manually as workflows evolve.
• Committed to long-term ownership of the role and continuous improvement.

Compensation

Competitive package

Location & Work Arrangement

Remote, with meaningful overlap with US business hours.