Job Description

The eCommerce Operations Specialist supports the day-to-day health of eCommerce operations by monitoring execution across order management, payments, fulfillment, and post-purchase activities. This role focuses on ensuring that operational processes run smoothly across systems, partners, and teams, while minimizing customer impact and operational risk. The Specialist acts as a key connector between Customer Service, IT, Logistics, and internal business stakeholders to maintain a reliable, customer-centric eCommerce operation.

Core Responsibilities

Operational Oversight

- Identify, troubleshoot, and escalate order-related issues that may impact fulfillment, payment processing, or customer experience.
- Oversee operational processes related to orders, returns, refunds, and payment exceptions to ensure accuracy, compliance, and customer satisfaction.
- Support investigations into payment disputes, delivery claims, and account discrepancies in collaboration with Logistics and Customer Service teams.
- Ensure operational issues are identified, addressed, and escalated appropriately to maintain business continuity and customer trust.





Customer Experience Enablement

- Act as a primary operational point of contact for Customer Service escalations regarding customer inquiries.
- Ensure timely resolution of customer-impacting issues and drive clear communication when service disruptions or internal issues occur.
- Support customer recovery efforts through appropriate resolution tools, messaging, and remediation strategies.

Cross-Functional Coordination

- Partner with IT teams to address technical or integration issues affecting order management platforms and ERP systems.
- Document and maintain operational processes, guidelines, and best practices to drive consistency and efficiency.
- Identify recurring issues or trends and recommend process improvements to reduce friction and operational risk.

Reporting & Business Support

- Track and report on key operational activities and issues to support visibility and informed decision-making.
- Provide insights into case drivers, trends, and operational performance to help guide process optimization efforts.

📌 eCommerce Operations Specialist (Ciudad de México)
🏢 Sandisk
📍 Ciudad de México