E-Commerce Warehouse Operations, Customer Service & Compliance Manager

We are looking for someone who is organized, accountable, detail-oriented, and comfortable taking ownership of multiple responsibilities. Strong written communication skills are important because a significant part of this position involves customer communication, marketplace messages, refunds, cases, and compliance issues.

The right candidate should be comfortable switching between customer-service work, computer-based marketplace operations, and hands-on warehouse responsibilities throughout the day.

Experience with e-commerce marketplaces, order fulfillment, warehouse operations, customer service, returns, Amazon FBA, refurbished electronics, or inventory management is a strong plus.

Most importantly, we are looking for someone who works with honesty and transparency, takes responsibility for their work, notices problems before they become bigger issues, and communicates clearly with management.

Key Responsibilities

• Manage daily order processing across multiple e-commerce marketplaces, including picking orders, printing shipping labels, and organizing products for packing.
• Monitor marketplace and customer messages and ensure all inquiries are answered promptly and professionally.
• Handle customer refund requests, cancellations, order issues, and other customer-service matters appropriately.
• Monitor marketplace cases and compliance-related issues and ensure they are addressed and followed through until resolution.
• Manage returned merchandise from beginning to end, including inspection, refunds, grading, relisting, and preparing eligible merchandise for resale.
• Open and monitor cases involving missing, incorrect, or problematic returned merchandise and escalate recurring issues to management.
• Perform final quality-control inspections on refurbished laptops, checking both cosmetic condition and functionality.
• Grade refurbished products, verify that all required components are included, package products appropriately, and prepare inventory for FBA or warehouse storage.
• Keep the warehouse clean, organized, and operational.
• Receive incoming inventory, sort merchandise, and ensure products are stored in their proper locations.
• Monitor warehouse supplies and reorder items when necessary.
• Identify maintenance or operational problems and escalate them to leadership promptly.