E-Commerce Operations & Customer Experience Specialist

E-Commerce Operations & Customer Experience Specialist Company: Estella Collection Location: Houston, TX Job Type: Part-Time - Can lead to full-time Industry: E-Commerce About Estella Collection Estella Collection is a growing fine jewelry brand specializing in solid 14K gold and diamond jewelry, with a focus on comfortable, everyday pieces—including our signature poke-free flat-back earrings. We’re looking for a highly organized, detail-oriented E-Commerce Operations & Customer Experience Specialist who can help keep the day-to-day side of our business running smoothly. This is a hands-on role for someone who enjoys solving problems, working with customers, managing orders, and keeping an e-commerce business organized behind the scenes. What You’ll Do: Customer Service Respond to customer emails and inquiries promptly and professionally Help customers with product questions, sizing, shipping, orders, returns, exchanges, and general concerns Resolve customer issues while maintaining Estella’s warm, elevated brand voice Follow up on open customer cases until they are fully resolved Help identify recurring customer questions or problems so we can improve the overall customer experience Order Processing & Fulfillment Review and process daily online orders Check orders for accuracy before fulfillment Coordinate order fulfillment and shipping Monitor delayed, lost, returned, or undeliverable packages Handle order changes, cancellations, and special customer requests Coordinate with the team to make sure orders are shipped correctly and on time Returns & Exchanges Manage return and exchange requests from start to finish Review returned merchandise Process refunds, exchanges, credits, and replacements according to company policies Keep return records organized and accurate Identify common reasons for returns and share insights with the team Product Listings & E-Commerce Create and update product listings Add product descriptions, images, specifications, pricing, SKUs, variants, and inventory Review listings for accuracy and consistency Update pricing, quantities, product details, and availability as needed Help launch new products across our e-commerce channels Audit existing listings and correct missing or inaccurate information Maintain product organization within Shopify and other sales channels Inventory & Operations Help monitor inventory levels Update inventory quantities across sales channels Assist with receiving and organizing new merchandise Flag low-stock or inventory discrepancies Maintain organized product and order records Support the team with other day-to-day e-commerce and operational tasks as needed What We’re Looking For Previous experience in e-commerce, customer service, order management, retail operations, or online marketplaces Comfortable working inside Shopify or similar e-commerce platforms Extremely organized and detail-oriented Strong written communication skills Comfortable communicating directly with customers Able to manage multiple tasks and follow through without constant supervision Strong problem-solving skills Comfortable learning new software and systems Reliable, accountable, and proactive Able to spot mistakes before they become customer problems Bonus If You Have Experience With: Shopify Klaviyo Amazon, Etsy, eBay, or other online marketplaces Jewelry, fashion, beauty, or luxury brands Inventory management Shipping and fulfillment platforms Creating or optimizing e-commerce product listings Basic SEO or keyword optimization for product listings Who Will Succeed in This Role You’ll be a great fit if you’re the type of person who sees an unanswered customer email, an incorrect product listing, or an order that hasn’t shipped—and takes care of it. We’re looking for someone who takes ownership of their work, pays attention to the details, communicates clearly, and genuinely cares about creating a great customer experience. As Estella grows…

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