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.
Skills & Qualifications
- Strong organizational and analytical skills with the ability to manage competing priorities.
- Clear, professional communication and collaboration skills.
- Detail-oriented with a proactive, problem-solving mindset.
- Customer-focused perspective with sound judgment and adaptability in ambiguous situations.
Preferred Experience
- Bachelor’s degree in Business, Operations, Marketing, or a related field (or equivalent experience).
- 3+ years of professional experience supporting operations or customer‑facing functions, ideally within an eCommerce, digital, or systems driven environment.
- Fluent in English, with strong written and verbal communication skills.
- Familiarity with order management systems, ERP platforms, or third-party logistics environments.
- Experience working cross-functionally in a fast-paced, high-volume environment.
Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at mailto:[email protected] [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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