Operations Specialist
coverletter.tech
contract
Posted on:
Location Type: Hybrid
Location: Bucharest • Romania
Visit company websiteExplore more
Salary
💰 €1,200 - €1,400 per month
About the role
- Monitor daily orders to ensure successful acceptance by marketplace partners, identifying and resolving any discrepancies or issues.
- Troubleshoot and resolve operational challenges such as rejected orders, cancellations, order recovery, returns, and payment-related issues.
- Act as the first point of contact for store production issues, ensuring timely escalation and collaboration with IT or relevant personnel to address system problems.
- Manage the B2C support mailbox, responding to external inquiries (partners and customers) and internal team requests efficiently and professionally.
- Provide timely and effective support to partners in processing orders, RMAs, and requests for additional information, ensuring smooth fulfillment and order management.
- Respond to customer inquiries regarding product requests, order status, and general support needs.
- Handle customer complaints with empathy and professionalism, ensuring satisfactory outcomes and escalating unresolved issues to management when necessary.
- Foster positive relationships with customers to enhance satisfaction and loyalty.
- Perform initial qualification of low-value leads to determine viability and potential for follow-up.
- Manage Purchase Request Motion workflows, ensuring timely and accurate execution.
- Regularly review the order queue to identify and resolve stuck orders, ensuring smooth transaction flow.
- Conduct analysis on rejected orders to identify trends, root causes, and areas for improvement.
- Work closely with IT teams to address system-related issues affecting store performance.
- Oversee customer billing processes and generate reports on store KPI performance, trends, and insights for internal stakeholders.
Requirements
- 3+ years of experience in operations, customer support, or marketplace management (experience in e-commerce or multi-partner environments is a plus).
- Strong analytical and problem-solving skills with a keen attention to detail.
- Excellent verbal and written communication skills in English (additional languages relevant to EMEA are a plus).
- Proficiency in using back-office tools, partner-facing portals, and CRM or ticketing systems.
- Ability to work independently in a fast-paced, dynamic environment.
- Familiarity with marketplace operations and partner ecosystems is highly desirable.
- Language skills in EMEA markets a plus
Benefits
- Health subscription (Regina Maria IMM Ultra)
- 24 annual vacation days
- Meal vouchers
- Worldclass preferential subscription
- Salarium account for instant access to salary
- Bookster subscription
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order managementdata analysisproblem-solvingcustomer supportmarketplace managementorder recoveryreturns processingbilling processesKPI performance analysislead qualification
Soft skills
attention to detailverbal communicationwritten communicationempathyprofessionalismrelationship buildingindependencecollaborationtime managementcustomer satisfaction