E-Commerce Support Specialist (Paper Planes)

Job Summary:Title: E-Commerce Support Specialist - Paper PlanesLocation: New York, NY (On-Site, Full-Time)Company Overview: Join our dynamic team at Paper Planes LLC, a leading company in the e-commerce industry. We pride ourselves on delivering exceptional customer experiences and optimizing our supply chain processes. As we continue to grow, we are looking for an E-commerce Support Specialist who is proficient in Shopify, Excel, and Google Sheets to join our team and help us achieve our business goals.Responsibilities:Customer Support:Provide exceptional support to our e-commerce customers through various channels (email, chat, phone)Resolve customer inquiries and issues related to orders, shipping, returns, and product information in a timely and professional mannerCollaborate with third-party teams to expedite ticket resolutions and enhance service efficiencyShopify Management:Maintain and optimize our Shopify store, ensuring smooth operation and handling all order volumesMonitor API connections and integrations to guarantee accurate data transmission across all platformsCollaborate with developers to implement new features and improve user experience on the Shopify platformData Management and Analysis:Utilize Excel and Google Sheets to manage and analyze e-commerce data, including sales reports, inventory levels, and customer feedbackCreate and maintain pivot tables to generate insightful reports that inform business decisionsDevelop and track key performance indicators (KPIs) to measure the effectiveness of e-commerce initiativesLogistics and Operations:Oversee daily operations of all customer support channels, ensuring timely product deliveries and maintaining proactive communication with warehouse staffCoordinate with production teams for accurate overseas shipments and achieve cost-effective shipping ratesImplement proactive inventory management strategies to enhance order processing efficiency and reduce return ratiosE-commerce Optimization:Conduct A/B testing, site analytics, and continuous improvements to optimize website performance and user experienceDevelop and execute comprehensive e-commerce business plans, including KPI tracking, inventory management, and vendor relationsCollaborate with digital marketers to drive online sales and achieve revenue targets through effective digital marketing strategies and promotionsRequirements:Bachelor’s degree or equivalent experience in a related field1-2 years of experience in an e-commerce support role, with a strong understanding of ShopifyProficiency in Excel and Google Sheets, with the ability to create and analyze pivot tablesExcellent customer service skills, with the ability to handle complex inquiries and resolve issues effectivelyStrong analytical skills and attention to detail, with the ability to generate insightful reportsExperience with CRM systems (e.g., Gorgias) and returns management platforms (e.g., Loop Returns) is a plusAbility to work collaboratively with cross-functional teams and third-party vendorsExcellent communication and organizational skillsPreferred Qualifications:Experience in logistics and inventory management within an e-commerce environmentFamiliarity with other e-commerce tools and platforms (e.g., Apparel Magic, Bergen WMS)Knowledge of digital marketing strategies and experience with SEO, SEM, email marketing, and social media initiativesBenefits:Salary range $55,000 to $75,000 per yearCompetitive benefits packageOpportunities for professional growth and developmentA collaborative and dynamic work environmentEQUAL EMPLOYMENT OPPORTUNITYPaper Planes LLC strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. #LI-OnSiteNote – Paper Planes benefits and policies differ from Roc Nation