E-commerce Operations Assistant for Growing U.S. Online Store

Hi!

I’m looking for a reliable full-time E-commerce Operations Assistant to help with daily operations for a growing online store in the U.S. market.

The business is expanding, and I need someone hands-on who can help with customer communication, supplier follow-ups, product research, pricing checks, Shopify tasks, product listings, SEO edits, and keeping operations organized.

This is a growing business, so I am looking for someone who can grow with the company. New ideas, suggestions, and process improvements are welcome, especially after you understand how our systems work.

Experience with high-ticket e-commerce stores would be a strong advantage. This includes stores that sell expensive products, supplier-direct items, freight products, multi-brand catalogs, products with warranties, products with different lead times, or products where customer communication and accuracy are very important.

We sell high-ticket products, not a simple one-product dropshipping item. We work with multiple brands and suppliers, and each brand can have different prices, margins, shipping rules, product details, lead times, warranties, and return policies.

Many products are shipped directly from suppliers or manufacturers, so attention to detail is very important.

This is a full-time position, and it is not a “work whenever you want” role. Since this position involves customer emails, SMS, calls, supplier follow-ups, abandoned checkout follow-ups, and order updates, you must be available during agreed U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time.

The first week will focus on training, onboarding, and learning how our process works. We may use Zoom calls, Google Meet calls, training videos, SOPs, examples, and internal documents to explain tasks clearly.

You are encouraged to ask questions when something is unclear. I prefer someone who asks before guessing, especially when dealing with customers, suppliers, pricing, shipping, returns, warranties, or order issues.

As the business grows and you prove you are reliable, responsibilities can increase and pay can also increase based on performance.

Main tasks may include:

Responding to customer emails, SMS, and calls in English, including order updates, product questions, quote follow-ups, abandoned checkout follow-ups, and general customer support.

Making and answering customer calls in English when needed.

Following up with customers by call, SMS, or email for quotes, pending payments, abandoned checkouts, product questions, delivery updates, and order issues.

Following up with suppliers about stock, pricing, shipping, product details, lead times, tracking, freight delivery, warranty cases, and order updates.

Updating customers about order status, delivery updates, supplier responses, delays, and next steps.

Checking product prices, supplier costs, margins, shipping costs, MAP rules, and competitor pricing.

Comparing our prices with U.S. competitors.

Using a VPN when needed to view U.S. pricing, competitor websites, and product availability.

Helping with Shopify product uploads and product updates.

Creating, editing, and improving Shopify product listings using supplier information.

Reviewing product titles, descriptions, specifications, images, SEO titles, meta descriptions, tags, collections, warranty details, shipping details, and product page accuracy.

Helping identify missing product information, incorrect specs, weak descriptions, pricing issues, or product pages that need improvement.

Reviewing product pages for missing or incorrect information.

Keeping CRM sheets and internal spreadsheets organized.

Updating customer notes, supplier notes, order notes, lead status, and follow-up status.

Helping with warranty, return, cancellation, delivery, and supplier communication.

Assisting with documentation for warranty claims, returns, delivery issues, disputes, and chargebacks when needed. This may include organizing emails, screenshots, order details, tracking information, supplier communication, customer communication, and timelines. Final decisions on refunds, disputes, cancellations, compensation, or discounts are handled by management.

Handling customer problems professionally and knowing when to escalate an issue before making promises or decisions.

Following SOPs and training videos for each task.

Suggesting improvements to processes, product pages, customer communication, follow-ups, spreadsheets, or SOPs after learning how the business works.

You will not be expected to know everything on day one. I will assign specific tasks and provide instructions, examples, and training videos when needed.

Requirements:

Please do not apply if you do not think you qualify.

Advanced written and spoken English for U.S. customer communication.

Confident speaking with U.S. customers by phone in clear, professional English.

Please only apply if you are comfortable handling conversations in English with U.S. customers, including questions, follow-ups, problems, delays, delivery concerns, warranty issues, and customer complaints.

Spoken English will be verified through a short Zoom, Google Meet, or similar video call during the hiring process.

Comfortable answering calls, making follow-up calls, replying to SMS, and handling customer issues professionally.

Able to communicate clearly when there is a problem, delay, warranty issue, delivery concern, or customer complaint.

Experience with Shopify, e-commerce operations, customer support, product listings, SEO edits, pricing checks, or virtual assistant work.

Experience with high-ticket e-commerce stores, supplier-direct shipping, freight products, warranty cases, returns, or multi-brand online stores is strongly preferred.

Experience using Google Sheets, CRM sheets, spreadsheets, or similar tools to stay organized.

Able to work with the U.S. market and U.S. customers.

Available full-time during agreed U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time, for customer calls, SMS, emails, supplier follow-ups, Shopify tasks, and order updates.

Must have reliable internet.

Must be able to use a VPN when needed.

Strong attention to detail.

Organized and able to keep accurate notes.

Able to follow step-by-step instructions carefully.

Comfortable checking supplier websites, product pages, pricing, shipping details, and competitor pages.

Able to ask questions when something is unclear instead of guessing.

Able to work with urgency when a task is assigned.

Able to suggest useful ideas, improvements, or better ways to organize work after understanding the business process.

Must understand that refunds, cancellations, discounts, returns, disputes, or compensation cannot be approved without owner approval.

Experience using Slack or similar communication tools is a plus, but not required.

Important:

This business sells high-ticket products, so mistakes can be expensive. A wrong product detail, wrong price, missed follow-up, or incorrect promise to a customer can create serious problems.

You should not promise customers exact delivery dates unless they are confirmed. You should not approve refunds, returns, cancellations, discounts, disputes, or compensation unless I specifically authorize it.

You must be careful when checking prices because different brands have different margins, supplier costs, shipping fees, MAP rules, and competitor pricing.

This is not a simple task-based role where you only reply to messages. I am looking for someone who can help keep operations organized, follow processes, communicate professionally, and grow into more responsibility over time.

Examples of tasks you may receive:

“Check if this product is in stock with the supplier and confirm the shipping cost.”

“Reply to this customer asking for a delivery update.”

“Call this customer and confirm their shipping address.”

“Call or text this customer who started checkout but did not complete the order.”

“Follow up with this lead and ask if they have any questions before purchasing.”

“Compare our price with this competitor and calculate the margin.”

“Update the CRM sheet with the customer status and next follow-up.”

“Check this Shopify order/customer profile and update the CRM sheet with the latest status.”

“Check if this product page is missing warranty, shipping, or specification details.”

“Upload these products to Shopify using this supplier page.”

“Review this product listing and improve the title, description, specifications, SEO title, and meta description.”

“Organize this supplier information in the supplier database.”

“Follow up with this supplier about tracking or freight delivery.”

“Review this customer issue and prepare a draft response.”

“Organize documents and communication related to a warranty claim, return, delivery issue, dispute, or chargeback.”

How to apply:

Please message me here if you are interested.

To show that you read the full post carefully, start your message with:

“Hi Chris, I can help with U.S. e-commerce operations.”

Also, somewhere in your application, mention:

“CRM sheet”

If possible, please include a short video or voice recording speaking in English. This can be a Loom video, Google Drive link, or any similar link where I can hear you speak clearly.

This is not required, but it will strongly help your application and hiring decision. In the video, please briefly introduce yourself, explain your e-commerce/customer support experience, and mention if you have experience with high-ticket products, supplier-direct shipping, freight items, warranty cases, returns, or multi-brand online stores.

It would also be very helpful if you explain your experience with Shopify product listings, including product uploads, product titles, descriptions, specifications, SEO titles, meta descriptions, tags, collections, pricing updates, or reviewing product pages for missing information.

You can also explain how you would handle customer issues such as delayed orders, delivery concerns, warranty problems, refund requests, or customers asking for exact delivery dates.

Please do not send a generic cover letter. Instead, answer these questions in your own words. I want to understand your real experience, communication style, and judgment, so please do not use AI-generated responses.

1. Have you worked with Shopify, customer service, or e-commerce operations before? Explain briefly.

2. Have you worked with high-ticket e-commerce products, supplier-direct shipping, freight items, or multi-brand online stores before? If yes, please explain your experience.

3. Are you comfortable speaking with U.S. customers by phone in English?

4. Are you available full-time during U.S. business hours, ideally between 9:00 AM and 5:00 PM Eastern Time, for assigned tasks, calls, SMS, emails, and follow-ups?

5. Have you used Google Sheets, CRM sheets, or spreadsheets to manage customer/order information?

6. Have you used Slack or similar communication tools before?

7. Have you helped create, edit, or improve Shopify product listings before? If yes, what parts have you handled? For example: product titles, descriptions, specifications, images, SEO titles, meta descriptions, tags, collections, or pricing.

8. If you have worked with other e-commerce stores before, what is one process, system, product page, or customer communication workflow you helped improve?

9. A customer asks for an exact delivery date, but the supplier only gave an estimated transit time. How would you respond?

10. Before telling a customer that a product is in stock, what would you check?

11. If a customer asks for a refund, discount, cancellation, return, dispute update, or compensation, what would you do before confirming anything?

12. Are you able to use a VPN to check U.S. competitor pricing and product availability?

13. Are you willing to do a short Zoom or Google Meet call so we can verify your spoken English and communication skills?

If you have any questions before applying, feel free to include them in your message. I will be reviewing applications and answering questions through the chat.

Applications that do not follow these instructions will not be considered.

Thanks!

Chris