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Hisense USA is seeking a Bilingual D2C Operations Specialist to manage direct-to-consumer e-commerce operations in their Alpharetta office. This role is central to the company's online retail success, spanning order processing, customer support, returns management, and financial reconciliation.
Key responsibilities include:
**Order Processing & Fulfillment:** Review and verify shop orders, exclude high-risk transactions, and forward to operations teams. Monitor FedEx delivery risks, coordinate with carriers to prevent lost shipments, and update customers on shipping status via email.
**Customer Support:** Respond to customer inquiries through online chat and email, providing timely answers. Escalate TV and large appliance questions to after-sales teams and assist with D2C and laser product inquiries.
**Returns & Refunds:** Monitor return requests daily, coordinate warehouse interception of shipments, create return labels, confirm receipt of returned items, and process refunds. Follow up with service teams to ensure SAP system updates.
**Chargeback & Claims Management:** Monitor chargeback issues and report to platforms immediately. File and follow up on FedEx lost shipment claims with supporting evidence.
**Inventory & Pricing:** Update inventory, pricing, and deal lists weekly. Prepare monthly tax reports and order statistics. Reconcile accounts with finance weekly.
**Finance Audit:** Work with the finance team weekly to close open cases and ensure system synchronization.
This role requires strong bilingual capabilities (English and Mandarin Chinese), e-commerce platform expertise, and the ability to coordinate across sales, marketing, logistics, customer service, and IT teams.
**Requirements:**
- Bachelor's degree in E-commerce, Graphic Design, Marketing, Business, or related field
- 2+ years hands-on experience with Shopify or other e-commerce platforms
- Experience with SAP or other ERP/order management systems
- Experience managing daily website operations (product listings, pricing, inventory, promotions, orders, content)
- Familiarity with e-commerce marketing (promotions, discounts, email marketing, traffic management)
- Basic understanding of Google Analytics/GA4 and e-commerce metrics (traffic, conversion rate, orders, revenue)
- Ability to coordinate with internal cross-functional teams
- Strong attention to detail and multitasking ability
- Fluent in English and Mandarin Chinese with strong written and verbal communication
- Proficiency in Microsoft Office, especially Excel and PowerPoint
**Preferred Qualifications:**
- Experience with Shopify Admin, Shopify apps, and website merchandising
- Background in consumer electronics or retail/e-commerce
- Knowledge of SEO, digital advertising, and social media marketing
- Experience with order fulfillment, returns, refunds, shipping, and inventory management
- Graphic design skills with Adobe Photoshop or Illustrator
