Bilingual D2C Operations Specialist

Hisense USA•Alpharetta, GA

About The Position

This role is responsible for managing the day-to-day operations of the Direct-to-Consumer (D2C) e-commerce platform. The specialist will handle order processing, customer support, returns, chargebacks, inventory and price maintenance, and financial reconciliation. This position requires strong organizational skills, attention to detail, and the ability to coordinate with various internal teams. Fluency in both English and Chinese (Mandarin) is essential.

Requirements

Bachelor’s degree in E-commerce, Graphic Design, Marketing, Business, or a related field.
2+ years of hands-on experience operating Shopify or other e-commerce platforms.
Experience with SAP or other ERP/order management systems.
Experience managing daily website operations, including product listings, pricing, inventory, promotions, orders, and content updates.
Familiarity with e-commerce marketing activities, including promotions, discount campaigns, email marketing, and website traffic management.
Basic understanding of Google Analytics / GA4 and e-commerce performance metrics such as traffic, conversion rate, orders, and revenue.
Ability to coordinate with internal teams, including sales, marketing, logistics, customer service, and IT.
Strong attention to detail and ability to manage multiple tasks and deadlines.
Fluent in both English and Chinese (Mandarin), with strong written and verbal communication skills.
Proficiency in Microsoft Office, especially Excel and PowerPoint.

Nice To Haves

Experience with Shopify Admin, Shopify apps, and website merchandising.
Experience with consumer electronics or other retail/e-commerce businesses.
Basic knowledge of SEO, digital advertising, and social media marketing.
Experience with order fulfillment, returns, refunds, shipping, and inventory management.
Graphic design skills and experience with tools such as Adobe Photoshop or Illustrator are a plus.

Responsibilities

Review and verify new shop orders, exclude high-risk orders, record them in the transaction log, and forward them to the relevant OM team for processing.
Check order return requests, investigate shipping status, and communicate with customers regarding return shipments.
Update order shipping information and notify customers via email.
Monitor FedEx delivery risks, notify users via email, and assist in scheduling deliveries with FedEx to prevent lost shipments.
Respond to customer inquiries via online chat.
Check customer response emails daily and provide timely answers.
Forward inquiries related to TVs and large appliances to the after-sales team.
Assist the customer service center in addressing D2C-related and laser product inquiries.
Monitor customer return requests daily and coordinate with the warehouse to intercept shipments.
If interception is unsuccessful or the product has already been shipped, create a return shipping label and guide the customer on returning the product.
Confirm receipt of returned items at the warehouse and process refunds accordingly.
Follow up with the service team to process returns in the SAP system.
Monitor chargeback issues daily and report them to platform immediately upon detection.
File claims with FedEx for lost shipments, provide necessary evidence, and follow up until the claim is resolved.
Notify customers via email, SMS, or phone calls if initial FedEx delivery attempts fail, ensuring successful delivery.
Verify with the warehouse that returned products are received and in good condition.
Ensure synchronization with the SAP system.
Update inventory on a weekly basis.
Adjust pricing weekly.
Update the deal list weekly.
Prepare monthly tax reports.
Compile monthly order statistics.
Reconcile accounts with the finance team on a weekly basis.
Work with the Finance team weekly to close open cases.