Responsibilities
- Manage all aspects of Shopify store functionality and customer interaction
- Identify and fix website inconsistencies such as broken links, expired offers, and mismatched content
- Create uniform messaging for shipping policies, split shipments, and pre-order timelines across all platforms
- Develop and maintain documented standard operating procedures for operational tasks
- Introduce automation and systems to minimize manual effort and reduce customer confusion
- Handle customer inquiries through Shopify messaging and social media channels
- Process order modifications including refunds, reshipments, cancellations, and status updates
- Prioritize and resolve customer support issues based on severity and impact
- Analyze customer feedback trends to suggest operational or experiential improvements
- Ensure all customer-facing communication is accurate and consistent with current brand messaging
- Monitor order processing across Shopify, Base, and Amazon MCF platforms
- Address failed orders, inventory mismatches, and system discrepancies
- Collaborate with fulfillment teams to maintain on-time delivery performance
- Handle logistics for split shipments, pre-orders, and out-of-stock items
- Investigate and resolve missing or delayed deliveries
- Conduct regular website audits for technical and content accuracy
- Maintain alignment across product listings, landing pages, and category collections
- Verify shipping and pre-order messaging for correctness and clarity
- Assist in setting up promotional campaigns and ensure backend configurations are correct
- Create and update SOPs for repeatable operational processes
- Detect workflow inefficiencies and apply automation tools like Shopify Flow
- Enhance customer service platforms such as Gorgias for better efficiency
- Improve post-purchase customer experience and internal operational flows
- Support data cleanup initiatives and evaluate new operational tools
- Generate weekly reports on Shopify store performance metrics
