eCommerce Operations Coordinator

Summary

Join Zwift as an eCommerce Operations Coordinator and ensure a world-class customer experience by resolving order and return issues. Monitor and triage order defects to prevent delayed shipments, proactively communicating with internal and external teams. You will utilize your attention to detail and organizational skills to efficiently manage daily tasks and resolve issues before customers are aware. This role requires a customer-first approach, problem-solving abilities, and excellent communication skills. You will interact with various teams and systems to track and resolve issues, ensuring accurate information and timely updates. The ideal candidate possesses strong follow-through, thoroughness, and a proactive mindset.

Requirements

• 1 year eCommerce experience
• Detail oriented - you understand that ‘little’ details can have a big impact
• Organizational skills - you’re able to prioritize, complete tasks efficiently, and manage your time
• Team player - you’re quick to offer assistance to a teammate and communicate effectively
• Customer first mindset - you aim to improve the customer’s experience

Responsibilities

• Monitor a comprehensive dashboard of exception reports for order & return issues such as bad addresses, stock shortages, missing data, late fulfillments, and integration failures
• Interact with our CS team when customer communication is required and provide thorough and timely email support to CS on status inquiries, order changes, and delivery failures
• Communicate with warehouses for shipment updates, address changes, return issues, investigations, and fulfillment issues, ensuring you’re logging, researching, and tracking each issue until resolution
• Monitor various systems for integration failures and open IT tickets when issues arise, providing timely follow up, and informing status and resolution to appropriate parties

Preferred Qualifications

• NetSuite experience: creating and editing sales orders, item fulfillments, and return records
• Experience with eCommerce platforms such as Shopify

Benefits

• Performance bonuses
• Equity
• A full range of medical, financial, and other perks and benefits