Job Overview: We are looking for an organized, adaptable, and detail-oriented Operations Specialist to join our team. The ideal candidate will possess intermediate Excel skills, strong communication and comprehension abilities, and the capacity to work effectively based on inferences drawn from customer emails. Experience with e-commerce platforms, especially Amazon (Vendor Central/Seller Central), is preferred, but we are open to candidates who have transferable skills from other industries.

Key Responsibilities:

- Customer Support : Handle tickets via Freshdesk ticketing system, resolving customer issues within agreed SLA and TAT to ensure timely resolutions.

- Issue Resolution : Interpret and analyze customer emails and email threads to understand requirements, identifying issues and providing effective solutions.

- Collaboration with AM Team : Act as a bridge between the customer and the e-commerce platform, collaborating with the Account Management (AM) team to ensure smooth operation of online sales.

- Sales Monitoring : Proactively monitor and report any potential blockers that may impact sales performance or target achievement.

- Content Collaboration : Work closely with the Content and Creative teams to review, enhance, and implement revised SEO content onto client catalogs, optimizing product visibility.

- Process Improvement : Work with the Tech team to identify key pain points in operational

processes and recommend automation solutions to enhance SLA and overall efficiency.

- Platform Trends : Identify and communicate changing trends in platform rules (e.g., Amazon policy updates), keeping stakeholders informed and ensuring appropriate actions are taken to stay compliant and optimize performance.

- Vendor Communication: Effectively communicate with vendors, addressing their queries and maintaining strong working relationships to ensure smooth operations.

- Excel Usage: Utilize intermediate-level Excel skills (e.g., VLOOKUP, pivot tables) to manage and analyze data related to vendor and product performance.

- Catalog Management: Use Amazon catalog templates (or other e-commerce platforms) to ensure accurate product information and seamless inventory management.

Required Skills and Qualifications :

- Coaching and Adaptability : Demonstrated ability to learn and adapt quickly based on feedback and new processes.

- Excel Proficiency : Must have at least intermediate-level Excel skills (e.g., VLOOKUP, pivot tables, data analysis).

- Communication and Comprehension: Strong written and verbal communication skills; ability to clearly understand and respond to customer/vendor inquiries.

- Ecommerce Experience:

- Prior experience with Amazon Seller Central/Vendor Central is highly desirable.

- If no experience with Amazon, experience with other e-commerce platforms or catalog management systems is a plus.

- Experience dealing with vendor queries and providing support is preferred.

- Attention to Detail: Strong ability to identify and address issues based on email communications and other available data.

- Experience Transferability (for non-ecommerce backgrounds):

- If you have not worked in e-commerce, your previous experience should reflect the ability to learn new platforms quickly and adapt to a fast-paced environment.

- Any additional skills or tools learned throughout your career that demonstrate adaptability are a strong plus.

What We Offer:

- A collaborative and supportive team environment.

- Opportunities for growth and development in the e-commerce industry.

- Competitive salary and benefits package.