Ecommerce Customer Support & Operations Specialist

Job Description

eCommerce Operations & Financial Performance

• Support daily eCommerce operations, including order processing, fulfillment coordination, transaction management, and resolution of operational issues.

• Monitor shipping, warehousing, payment processing, and transaction expenses to identify cost-saving opportunities and improve profitability.

• Manage refunds, chargebacks, payment disputes, credit adjustments, and financial reconciliations in coordination with Finance and Accounting.

• Track financial and operational KPIs, including cost per order, shipping expenses, transaction fees, and overall operating efficiency.

• Coordinate fraud prevention, transaction risk management, and payment-related investigations with internal teams and external providers.

• Identify opportunities to streamline workflows, automate manual processes, and improve operational scalability.

Inventory Management & Demand Planning

• Coordinate with Sales, Marketing, Supply Chain, and Logistics to align inventory availability with demand forecasts and business priorities.

• Monitor inventory levels, order backlogs, and fulfillment performance to support product availability and timely order delivery.

• Identify excess, aging, and slow-moving inventory and recommend strategies to reduce carrying costs, obsolescence, and financial exposure.

• Support inventory allocation, replenishment, and safety stock planning to balance customer demand with operational efficiency.

• Assist with seasonal and promotional planning, including inventory readiness, fulfillment capacity, and demand fluctuations.

• Analyze inventory and logistics KPIs to identify opportunities for improved turnover, cost efficiency, and fulfillment performance.

Customer Experience & Order Management

• Serve as a primary point of contact for complex B2B and B2C customer escalations involving orders, accounts, payments, returns, and warranty claims.

• Investigate and resolve high-priority and executive-level customer issues through coordination with internal teams and external service providers.

• Support customer inquiries related to order status, expedited fulfillment, invoices, account verification, tax exemptions, and promotional programs.

• Review and resolve suspended orders, transaction exceptions, fulfillment delays, and customer account access issues.

• Coordinate RMA, warranty replacement, refund status, and return-to-stock activities with customer service and regional logistics teams.

• Partner with IT and digital operations teams to troubleshoot customer-facing website, checkout, account, and order management issues.

• Identify recurring customer issues and implement process improvements to enhance service quality and customer satisfaction.

Vendor Coordination, Compliance & Continuous Improvement

• Coordinate with outsourced customer support providers, payment processors, and logistics partners to maintain service quality and operational consistency.

• Monitor vendor performance, transaction fees, and service-level expectations to identify opportunities for cost reduction and efficiency improvements.

• Maintain operational procedures, escalation workflows, and knowledge base resources to support consistent customer service.

• Collaborate with Legal, Tax, Engineering, and IT teams to address regulatory requirements, product compliance documentation, and operational issues.

• Support storefront transitions, system enhancements, and customer-facing operational initiatives across global markets.

• Develop and maintain reporting across financial performance, inventory, fulfillment, and customer experience to support data-driven decisions.

• Leverage automation, AI-enabled workflows, and process improvements to reduce manual effort, resolve recurring issues, and improve operational efficiency.

Qualifications

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Supply Chain Management, Operations, or a related field, or equivalent practical experience.

• 3+ years of experience in eCommerce operations, business operations, customer experience, financial operations, or a related field.

• Experience with order management, customer support processes, inventory coordination, or payment operations.

• Strong analytical and problem-solving skills with the ability to identify trends and recommend operational improvements.

• Proficiency in Microsoft Excel and experience working with operational reports and business data.

• Strong organizational skills with the ability to manage multiple priorities and resolve issues independently.

• Excellent communication and interpersonal skills, including experience collaborating with cross-functional teams.

Preferred Qualifications

• Experience supporting B2B and B2C eCommerce operations.

• Familiarity with SAP Commerce (Hybris), Oracle Service Cloud, JIRA, or ServiceNow.

• Experience working with payment processors, fraud prevention systems, or financial reconciliation processes.

• Knowledge of inventory management, demand planning, and logistics operations.

• Experience with Power BI, Tableau, or other business intelligence tools.

• Familiarity with process automation and AI-enabled operational tools.

• Experience coordinating with outsourced customer support teams or third-party vendors.

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here.

Western Digital 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.

Western Digital 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 [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.

Based on our experience, we anticipate that the application deadline will be 06/23/2026 (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.

Compensation: 71600 to 95500 (USD) (YEARLY)