E-Commerce Operations Associate
Role Overview
Reporting to the Head of Customer Service, the role handles customer support, order inquiries, returns, exchanges, and shipping issues.
Coordinates with warehouse and internal teams, tracks shipments, resolves fulfillment issues, and supports e-commerce product updates, merchandising, and marketplaces.
Key Skills for This Role
Full Job Posting
About Purple Brand
Founded in 2017, PURPLE creates men’s denim and luxury basics blending industrial design, streetwear, and luxury fashion.
Role Overview
Reporting to the Head of Customer Service, the role handles customer support, order inquiries, returns, exchanges, and shipping issues.
Coordinates with warehouse and internal teams, tracks shipments, resolves fulfillment issues, and supports e-commerce product updates, merchandising, and marketplaces.
Customer Service Support
- Respond to customer inquiries by email, text, and phone; assist with order tracking, shipping updates, returns, and exchanges.
- Investigate lost, delayed, or damaged shipments with the warehouse and communicate shipping priorities, rush orders, and special handling requests.
- Track shipments and resolve fulfillment delays and lost-package claims.
Operations
- Process returns and exchanges in internal systems (Shopify, NetSuite, Loop) and marketplace portals (Farfetch, TikTok).
- Coordinate receipt and inspection of returned items with the warehouse; monitor return trends and flag recurring product or fulfillment issues.
- Process refunds accurately, update inventory, monitor inventory across e-commerce and retail channels, and coordinate backorders with the inventory team.
E-Commerce and Marketplace Support
- Support product uploads, pricing updates, image management, and product descriptions.
- Troubleshoot basic product-detail-page and website issues and escalate technical concerns.
- Assist with daily operations across e-commerce platforms and marketplaces such as Farfetch.
Qualifications and Skills
- Strong attention to detail and accuracy in data entry and online systems; good written and verbal communication.
- Comfort learning digital tools and platforms, including e-commerce systems, email, and ticketing tools.
- Strong problem-solving skills and willingness to troubleshoot and escalate issues.
- Highly organized and able to manage multiple tasks in a fast-paced environment.
- Customer-focused, positive, professional, collaborative, and willing to learn e-commerce operations, orders, and returns processes.
- Shopify, Gorgias, or Loop experience is an asset.
Benefits
- Extended health and dental benefits, three weeks of vacation, an employee discount, and a corporate bonus program.
- Casual dress and company-wide social events.
Workplace
- The job is located in the Vancouver office and is expected to be performed on-site.
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