Ecommerce Operations Manager

We are looking for a highly organized and detail-oriented Ecommerce Operations Manager to oversee the day-to-day operations of our online business. This role will be responsible for managing vendor and customer communication, coordinating orders, handling refunds and exchanges, maintaining accurate Excel records, and monitoring the financial performance of the business.

The ideal candidate is someone who is proactive, organized, financially minded, and comfortable working independently in a fully remote environment. You should have excellent written communication skills and be confident working with Excel, numbers, orders, invoices, and operational data.

• Order & Vendor Management

• Communicate with vendors via email regarding new orders, order confirmations, availability, pricing, shipping, and delivery timelines.

• Follow up with vendors on delayed, missing, incorrect, or damaged orders.

• Maintain accurate records of all vendor orders, costs, payments, and order statuses.

• Coordinate with vendors to resolve operational issues quickly.

• Ensure orders are processed and fulfilled accurately and on time.

• Customer Service

• Manage and respond to customer emails in a professional, helpful, and timely manner.

• Handle customer questions regarding orders, shipping, products, returns, refunds, and exchanges.

• Investigate customer complaints and coordinate with vendors or internal teams to resolve issues.

• Maintain a high standard of customer service and ensure customers receive clear and accurate information.

• Refunds & Exchanges

• Process and track customer refunds, returns, and exchanges.

• Communicate with customers regarding refund and exchange requirements and timelines.

• Coordinate with vendors regarding returned or exchanged products.

• Maintain detailed records of all refunds, exchanges, returns, and associated costs.

• Identify recurring issues that may be contributing to refunds or returns.

• Excel & Data Management

• Maintain and update detailed Excel spreadsheets covering orders, sales, vendor costs, refunds, exchanges, expenses, and profitability.

• Ensure all operational and financial data is accurate and up to date.

• Create regular reports and summaries for management.

• Analyze data to identify trends, discrepancies, unnecessary costs, and operational issues.

• Keep organized records that make it easy to track every order from purchase through completion.

• Financial Analysis

• Monitor sales, product costs, vendor charges, refunds, shipping costs, and other operational expenses.

• Calculate and monitor gross profit and margins.

• Identify products, vendors, or processes that are negatively affecting profitability.

• Reconcile order and payment data and flag discrepancies.

• Prepare weekly and monthly financial/operational reports.

• Provide management with insights and recommendations based on the numbers.

• General Operations

• Monitor the complete order lifecycle and ensure nothing falls through the cracks.

• Develop and maintain organized systems and processes for ecommerce operations.

• Identify operational problems and proactively suggest solutions.

• Maintain confidentiality of business, customer, vendor, and financial information.

• Work independently and manage priorities effectively in a remote environment.

• 2+ years of experience in ecommerce operations, order management, customer service, or a similar role.

• Strong written English and professional email communication skills.

• Excellent knowledge of Microsoft Excel or Google Sheets.

• Comfortable working with numbers, financial data, and spreadsheets.

• Strong attention to detail and accuracy.

• Experience handling refunds, returns, exchanges, and customer complaints.

• Experience communicating with suppliers/vendors.

• Strong organizational and time-management skills.

• Ability to work independently with minimal supervision.

• Strong problem-solving and analytical skills.

• Comfortable working in a fully remote environment.

• Ability to manage multiple tasks and deadlines simultaneously.

   

• Experience working with Shopify, WooCommerce, Amazon, or other ecommerce platforms.

• Experience with accounting or bookkeeping software.

• Knowledge of ecommerce KPIs such as gross margin, net profit, refund rate, average order value, and cost of goods sold (COGS).

• Experience creating Excel dashboards, reports, pivot tables, and financial summaries.

• Previous experience working with international vendors or customers.

   

We are looking for someone who takes ownership rather than simply completing assigned tasks.

The right person will be someone who notices when an order is delayed, follows up with the vendor without being asked, spots a discrepancy in the numbers, responds to a customer before an issue escalates, and continuously looks for ways to make the business more efficient and profitable.