eCommerce Operations Specialist

The OEM Customization Ecommerce Accessory Specialist is a cross-functional role responsible for supporting end-to-end digital order operations, including accessory inbound processing, order fulfillment, packaging, and returns management. This position goes beyond transactional execution by leveraging data to improve processes, identify trends, and drive operational excellence.

The primary responsibility is to ensure secure, and accurate fulfillment of online customer orders while delivering a best-in-class post-purchase experience. The ideal candidate combines strong operational execution with the ability to analyze data, identify root causes, and recommend actionable improvements.

Key Functions and Responsibilities

• Process open returns and refunds in accordance with defined procedures and financial controls

• Triage customer inquiry tickets, determine root cause, and drive issues through to resolution

• Ensure resolutions are compliant with business rules, audit requirements, and financial guidelines

• Support cross-functional teams to deliver seamless and best-in-class customer experience

• Manage open orders, returns, dealer compliance, and chargeback resolution

• Identify and correct missing or inaccurate product information (pricing, categorization, imagery, descriptions)

• Perform regular content audits and generate reporting to highlight gaps and improvement opportunities

• Analyze operational and customer data to identify trends, inefficiencies, and root causes; provide actionable insights to improve processes, reduce defects, and enhance customer satisfaction

• Attend/Contribute/Lead daily stand-up meetings to review progress, surface issues, and support rapid problem resolution

• Leverage data tools (e.g., Excel, reporting platforms) to build dashboards, track KPIs, and support decision-making

• Drive accountability to achieve or exceeding Key Performance Indicators (KPIs)

• Develop, document, and continuously improve standard work and process documentation

• Bachelor’s degree preferred; proven related business, administrative, or operational experience will be considered in lieu of a degree. Previous eCommerce experience (automotive accessories, Dealer, OEM, or aftermarket preferred)

• Strong analytical and data-driven mindset with the ability to interpret large data sets and translate insights into actions

• Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, data synthesis, trend analysis; familiarity with Power BI or similar tools is a plus)

• Ability to work in ambiguous, fast-paced environments driven by growth and evolving client needs

• Demonstrated ability to collaborate effectively across multiple stakeholders and functions

• Strong facilitation and problem-solving skills with a continuous improvement mindset

• Excellent written and verbal communication skills, including the ability to present data-driven recommendations

• Proficient with Microsoft Office Suite / Office 365

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.