Janice S.

E-COMMERCE OPERATIONS MANAGER | CUSTOMER SUPPORT | LOGISTICS & 3PL I help e-commerce businesses keep their day-to-day operations running smoothly - from customer support and store management to fulfillment, logistics, inventory coordination, and process improvement. Over the years, I’ve grown from providing business and administrative support to taking ownership of key operational functions. In my current role, I manage Store Operations and Customer Support while also serving as the primary Logistics Point of Contact, working across customer service, fulfillment partners, inventory, and internal teams. I’m not someone who simply waits for a list of tasks to complete. I take ownership of my responsibilities, identify problems, investigate what went wrong, communicate with the right people, and help find practical solutions. WHAT I CAN HELP YOU WITH E-Commerce & Store Operations • Shopify order management, modifications, cancellations, refunds, replacements, and chargebacks • Day-to-day store operations and issue resolution • Order and fulfillment monitoring • Operational troubleshooting and follow-through • Identifying workflow gaps and opportunities for improvement Customer Support Management • Managing day-to-day customer support operations • Team guidance, coaching, quality monitoring, and escalations • Email, chat, and social media customer support • Handling complex, sensitive, and escalated customer cases • Developing customer service policies, macros, SOPs, and internal guidelines • Improving response quality, consistency, and overall customer experience • Training and onboarding customer support team members Logistics & 3PL Coordination • Serving as the primary point of contact for logistics and fulfillment concerns • Coordinating with 3PL and fulfillment partners • Monitoring inbound shipments and fulfillment operations • Investigating inventory discrepancies, missing units, and receiving issues • Reviewing shipment documentation, carton counts, proof of delivery, and receiving records • Coordinating with warehouses, suppliers, manufacturers, and logistics partners • Following operational and fulfillment issues through to resolution Inventory & Fulfillment • Inventory monitoring and reconciliation • Investigating stock and receiving discrepancies • Coordinating inventory concerns between internal teams and external partners • Supporting inbound shipment planning and receiving • Monitoring fulfillment issues and identifying recurring problems PROCESS IMPROVEMENT & DOCUMENTATION I believe strong operations are built on clear processes. I create and maintain SOPs, internal guidelines, customer support workflows, macros, and team documentation that make day-to-day work more organized and consistent. I also look beyond individual issues to identify recurring problems, workflow gaps, and opportunities to improve efficiency, accountability, and customer experience. LEADERSHIP & HOW I WORK One of the reasons I’ve built long-term relationships with clients is that I genuinely care about the businesses I support. I take ownership, communicate clearly, and work effectively with minimal supervision. When something goes wrong, I don’t simply pass the problem to someone else. I investigate, gather the necessary information, coordinate with the people involved, and help move the issue toward resolution. As a customer support manager, I also understand that good leadership isn't only about monitoring performance. It's about creating clear expectations, helping people improve, maintaining accountability, and making sure the team consistently represents the company well. TOOLS & PLATFORMS Shopify • Flexport • ShipBob • Richpanel • Gorgias • Zendesk • ParcelPanel • Slack • Google Workspace Experienced in working across e-commerce, customer support, fulfillment, and logistics platforms, with the ability to quickly learn and adapt to new systems and workflows. WHAT YOU CAN EXPECT FROM ME • Strong ownership and accountability • Excellent work ethic and reliability • Clear and professional communication • Strong attention to detail • Problem-solving and investigative skills • Leadership and team support • Process and workflow improvement • Ability to work independently with minimal supervision • Adaptability and willingness to learn • Genuine commitment to the businesses I support I’m especially interested in building long-term relationships with e-commerce businesses that need someone dependable enough to take ownership of important areas of their operations - not simply complete assigned tasks. If you need someone who can support your customers, manage store operations, coordinate with logistics and fulfillment partners, improve processes, and become a reliable extension of your team, I’d love to learn more about your business and how I can help.