Operations Support Specialist (Ecommerce order processing)

Job Description

Job Description

Operations Support Specialist

Position Summary

The Operations Support Specialist is responsible for supporting daily order management operations while delivering exceptional customer service across multiple e-commerce platforms and marketplace channels. This role serves as a key liaison between customers, warehouse operations, fulfillment teams, carriers, and internal departments to ensure accurate order creation, order processing, timely shipment coordination, issue resolution, and a high level of customer satisfaction.

The ideal candidate is detail-oriented, highly organized, technology-savvy, and capable of managing multiple priorities in a fast-paced e-commerce environment.

Essential Duties and Responsibilities

Order Processing & Operations Responsibilities

• Accurately process incoming orders from multiple e-commerce platforms such as Amazon, Shopify, Walmart, and other sales channels.
• Coordinate with warehouse, fulfillment, and shipping teams to ensure timely and accurate domestic and international order shipments.
• Process daily orders utilizing spreadsheets, ERP systems, and internal software, ensuring accurate data entry and record maintenance.
• Sort and print packing slips and shipping labels for fulfillment and Amazon FBA inventory replenishment orders using NetSuite and related systems.
• Track shipments and monitor fulfillment activities to ensure delivery timelines are met.
• Collaborate with the wholesale team to create, validate, process, and manage required documentation for wholesale orders.
• Prepare shipping labels, shipping documentation, and related paperwork necessary for order processing and carrier compliance.
• Review and interpret routing guide requirements from e-commerce customers and marketplaces, communicating requirements clearly to warehouse personnel to ensure compliance with packing and shipping standards.
• Schedule carrier pickups and assist in developing and maintaining carrier relationships.
• Manage Return Merchandise Authorizations (RMAs), including coordinating returns, replacements, credits, and warehouse communication.
• Maintain organized records and reports related to orders, inventory, shipping activity, and customer transactions.
• Support cross-functional operational and process improvement projects related to shipping, fulfillment, and customer experience.
• Assist in identifying operational risks and recommending process improvements to support efficiency and service goals.
• Communicate project updates and operational status information to management and relevant departments.

Customer Service Responsibilities

• Manage and respond promptly to customer inquiries by providing detailed, accurate, and professional responses with the goal of resolving issues efficiently and minimizing unnecessary email exchanges.
• Resolve customer service requests from beginning to end, including order issues, returns, replacements, shipment concerns, and product-related inquiries while ensuring a high level of customer satisfaction throughout the process.
• Document all customer interactions, transactions, issues, and resolutions accurately using Google and NetSuite and other required systems.
• Manage incoming customer inquiries from e-commerce marketplace channels and messaging portals utilizing chat and email platforms.
• Thoroughly learn company products and utilize company websites and resources to provide knowledgeable and accurate support to customers.
• Process and manage incoming product returns/recalls in accordance with company policies and marketplace terms and conditions.
• Inspect and test products for customer replacements and prepare shipping documentation and packaging according to company procedures.
• Address and resolve order discrepancies, shipping issues, and customer concerns promptly and professionally.
• Exercise empathy, professionalism, patience, and courtesy in all customer interactions.
• Participate in continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Perform other related duties as assigned.

Qualifications

Education

• High school diploma or GED required.
• Associate’s or Bachelor’s degree in Business Administration, Supply Chain Management, or related field preferred.

Experience

• Minimum of 1–2 years of customer service experience, preferably within an online or e-commerce environment.
• Minimum of 2 years of experience in order processing, logistics coordination, or e-commerce operations preferred.
• Experience with international shipping, RMAs, Amazon FBA shipments, or wholesale order processing is a plus.
• Experience using ERP systems such as Oracle NetSuite preferred.

Required Skills and Competencies

• Strong written and verbal communication skills with the ability to communicate professionally and effectively, especially through email and chat platforms.
• Excellent customer service and relationship-building skills with a service-oriented mindset.
• Strong attention to detail and accuracy in data entry and order processing.
• Ability to manage multiple priorities, tasks, and deadlines in a fast-paced high pressure environment.
• Strong analytical thinking and problem-solving abilities.
• Ability to exercise patience, empathy, professionalism, and sound judgment when interacting with customers and team members.
• Strong organizational and time management skills with demonstrated dependability.
• Proficiency in Google Workspace and Microsoft Office applications, including intermediate Microsoft Excel skills.
• Ability to quickly learn new systems, procedures, and product information.
• Ability to follow written and verbal instructions, policies, procedures, and routing guidelines accurately.
• Strong collaboration skills with the ability to work effectively across departments and adapt communication styles as needed.
• Must be a flexible and positive team player with a willingness to support operational needs.
• Must be trustworthy and able to own accountability of their work.

Physical and Work Environment Requirements

• This position involves prolonged periods of sitting, working on a computer, and walking /working in the warehouse where the air is non-controlled.
• Frequent use of vision, hand/finger dexterity, and repetitive computer tasks is required.
• Requires an intelligent level of thinking and problem solving.
• Occasional lifting, packaging, or handling of products may be required in support of returns or replacement processing.

Equal Opportunity Commitment

Laltitude, LLC is an equal opportunity employer and promotes equal opportunity for all employees and applicants. In doing so, we comply with local, state, and federal laws and regulations to ensure an equal employment opportunity for everyone. We don’t discriminate in employment opportunities or practices on the basis of race, ancestry, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, citizenship, military service obligation, veteran status, or any other basis protected by federal, state or local laws. Our policies and personnel practices are intended to ensure that all of us are treated equally with regard to recruiting, hiring, advancement, and our decisions on employment are made to further the principle of equal employment opportunities for all employees.

Company DescriptionPicassoTiles is a global leader in the magnetic building block toy industry, driven by a passion for open-ended play and limitless creativity. What began as a vision has grown into a thriving international brand dedicated to inspiring the next generation of innovators. Our toys spark imagination, encourage hands-on learning, and empower children to build freely—without the need for instructions.

Company Description

PicassoTiles is a global leader in the magnetic building block toy industry, driven by a passion for open-ended play and limitless creativity. What began as a vision has grown into a thriving international brand dedicated to inspiring the next generation of innovators. Our toys spark imagination, encourage hands-on learning, and empower children to build freely—without the need for instructions.