E-Commerce Operations Specialist

Specific Skills Needed:
Top 3-5 mandatory and/or minimum requirements
Order Flow & Exception Troubleshooting: Proven experience analyzing daily e-commerce order reports, identifying delayed or stuck orders, and troubleshooting root causes (e.g., payment holds, inventory sync issues, fulfillment pipeline errors).
ERP / Order Management Systems: Hands-on experience working directly in SAP (Sales & Distribution / Order Management modules) to look up, adjust, or re-trigger orders.
Ticketing & Bug Logging: Working proficiency with Jira to log detailed technical bugs, capture reproduction steps, and track resolutions with IT/dev teams.
Data Analysis & Reporting: Intermediate-to-advanced Excel skills (VLOOKUP/XLOOKUP, Pivot Tables, data filtering) to manipulate and review large order files.
Cross-Functional Communication: Experience handling direct escalations from Customer Service and providing fast, structured solutions.

Top 3-5 desirable attributes/qualifications
E-Commerce Web & UAT Testing: Experience testing, validating checkout flow, and logging frontend bugs for website updates or promotional launches.
Retail/Optical/E-Commerce Background: Familiarity with high-volume digital retail, omni-channel distribution, or customized consumer goods order flows.
Self-Starter / High Agility: Ability to ramp up quickly in a fast-paced environment with minimal handholding to solve bottlenecks.
Familiarity with WMS & Logistics: Understanding of warehouse handoffs, shipping carrier updates, and order fulfillment lifecycle tracking.

Required levels/ Years of Experience education – discuss whether there is flexibility
2–4+ years of relevant experience in e-commerce operations, order management, digital customer fulfillment, or business systems analysis

Reason for request
Critical Business Continuity & Bandwidth Deficit: Staff addition is required to cover concurrent, multi-month maternity leaves spanning both team leadership and direct operational support, leaving zero capacity to absorb daily order monitoring and escalations.
Peak Season & Year-End Surge Protection: This leave period directly coincides with our highest-volume operational window—spanning Black Friday/Cyber Monday (BFCM) surges and the critical end-of-year rush as customers exhaust expiring vision insurance allowances and FSA/HSA "use-it-or-lose-it" benefits. Without dedicated operational coverage to manage order pipeline fallouts, system exceptions, and escalated inquiries, we face significant risks of fulfillment bottlenecks, missed customer delivery cutoffs, and severe revenue impact.
Specialized Systems & Execution Barriers: Reassigning these duties to internal teams is not viable, as the role demands immediate, hands-on expertise in SAP order management, Jira issue tracking, and website testing—areas where external staff lack access and functional training.
Risk Mitigation KPI's and Projects: Securing a dedicated temporary resource ensures order errors are resolved within agreed customer fulfillment SLAs, supports Customer Service with technical escalations, and keeps planned e-commerce initiatives/releases on schedule.


Notes:
Work hours: 40 hours per week
Remote or Hybrid