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 inquiries, returns, chargebacks, and financial reconciliation. This position requires strong organizational skills, attention to detail, and the ability to communicate effectively in both English and Chinese (Mandarin).

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.

Responsibilities

Process new shop orders, verify them, exclude high-risk orders, and forward them for processing.
Handle customer return requests, investigate shipping status, and communicate with customers regarding return shipments.
Update order shipping information and notify customers.
Monitor FedEx delivery risks and assist in scheduling deliveries.
Respond to customer inquiries via online chat and email.
Forward inquiries related to specific product categories to the appropriate teams.
Assist the customer service center with D2C and laser product inquiries.
Monitor customer return requests daily and coordinate with the warehouse for shipment interception.
Create return shipping labels and guide customers on returning products.
Confirm receipt of returned items and process refunds.
Follow up with the service team to process returns in the SAP system.
Monitor chargeback issues and report them immediately.
File claims with FedEx for lost shipments and follow up on resolution.
Notify customers of failed FedEx delivery attempts and ensure successful delivery.
Verify receipt and condition of returned products at the warehouse.
Ensure synchronization with the SAP system for returns.
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 to close open cases during weekly audits.