Customer Service Specialist (Backend Operations)

Job Summary: 

Under general supervision, the Customer Service Specialist (CSS) – Backend Operations is responsible for supporting customer-related operations through data analysis, account reconciliation, and cross-functional coordination. This role focuses on backend processes rather than direct customer interaction, ensuring accuracy across customer accounts, transactions, and operational workflows.

The CSS plays a key role in communication between Marketplace, Accounting, and Operations while working to resolve issues efficiently.

Job Expectations: 

• Perform customer account reconciliation by reviewing transactions, refunds, returns, and order discrepancies.
• Investigate and resolve backend discrepancies related to orders, payments, and refunds.
• Collaborate cross-functionally with departments including Marketplace, Accounting, Logistics, and Customer Service to resolve issues.
• Identify trends, recurring issues, and process gaps; recommend improvements to enhance operational efficiency.
• Assist with Return Merchandise Authorization (RMA) reconciliation and tracking.
• Ensure accurate documentation of findings, actions taken, and resolutions.
• Escalate complex discrepancies or systemic issues in a timely manner.
• Provide backend support to customer service operations as needed.
• Proactively adapt to evolving workflows and new technologies, ensuring operational efficiency as system requirements change.
• Identify current issues and processes that can be evolved into more efficient workflows

 

Knowledge, Skills and Abilities:

   Required:

• Strong proficiency in Microsoft Excel and Google Sheets (pivot tables, VLOOKUP/XLOOKUP, data analysis).
• High attention to detail with strong analytical and problem-solving skills.
• Ability to work with large datasets and identify discrepancies.
• Strong organizational and documentation skills.
• Effective written and verbal communication skills for cross-functional collaboration.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Demonstrates initiative, accountability, and adaptability.
• Maintains composure under stress.
• Willingness to work weekends when necessary.

Equipment Knowledge: 

• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) 
• SAP (preferred)
• Marketplaces (preferred)
• Ability to type 40 WPM
• Zendesk
• Asana

 

Experience Requirements:

• Generally requires a minimum of two (2) years related experience, typically in operations, reconciliation, data analysis, or customer service support functions.

Education Requirements: 

High school diploma required.  Associate’s degree preferred or a combination of education and equivalent experience.

 

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