E-Commerce Customer Service & Web Operations Lead
About The Position
We're looking for a full-time E-Commerce Customer Service & Web Operations Lead to support and grow our online business from our Brookfield, Wisconsin locations. If you love helping customers, improving digital experiences, and keeping online operations running smoothly, this is the role where you'll shine. This position blends standout customer service with hands-on website work. Most of your day will be spent supporting customers through email, phone, and live chat while updating product pages, maintaining accurate site content, and helping merchandise and optimize our online storefront. You'll bring ideas, solve problems, and help elevate our digital presence. And while most of your work is customer and web-focused, you'll also assist with light fulfillment tasks such as shipping orders and processing returns, ensuring every package reflects the same comfort, style, and expert service we deliver in every interaction. What the Role Looks Like Customer Service You'll be a friendly, solution-focused point of contact for our online customers. You will: Respond to messages via email, phone, and live chat Assist with questions about orders, shipping, returns, and exchanges Troubleshoot issues, offer clear solutions, and follow through to resolution Represent our mission of delivering exceptional fit, comfort, and service Every conversation is an opportunity to build trust and deliver an outstanding customer experience. Website Work You'll also join the team, keeping our website fresh, accurate, and easy to shop. Your work will include: Updating product pages, images, descriptions, and categories Supporting digital merchandising through better organization and product visibility Identifying opportunities to streamline and elevate the online experience Partnering with the Marketing team to execute promotions, update homepage content, and support the growth of our e-commerce business This is a hands-on digital role. Your attention to detail and eye for improvement will directly shape how customers experience our brand online. Fulfillment & Operations While fulfillment is a smaller part of the role, your support keeps operations running smoothly when needed. You'll: Process and pack online orders with care Inspect returns, update systems, and restock items Keep the backroom organized and assist with basic inventory tasks How You Work No matter the task, you model the Midwest Shoe Merchants pillars: You Never Settle - you seek accuracy, efficiency, and continuous improvement You Elevate Relationships - you support your team and treat every customer with care You Make an Impact - you understand that each package and conversation matters What We Offer Pay & Schedule $20–$22 per hour , based on experience Full-time, 40 hours per week Monday–Friday , day shift only No evenings, overnights, or major holidays Benefits Health, dental, vision, and pet insurance 401(k) plan Paid holidays and paid time off Generous employee discount on high-quality footwear What You Bring Bachelor's Degree in Computer Science, Web Design, E-Commerce, Customer Service, or relevant experience (preferred) 2–3 years of experience in: E-commerce Shopify SEO/Website development Desired Detail-oriented, organized, and task-driven Friendly, compassionate, and clear in communication Comfortable juggling multiple responsibilities throughout the day A collaborative teammate with a "How can I help?" mindset Physical Requirements Lift and carry 25–40 lbs Stand for extended periods Bend, reach, and use step stools or ladders Work in a fast-paced backroom and fulfillment environment About Midwest Shoe Merchants We're a third-generation, family-owned company with seven brick-and-mortar locations across four brands-Stan's Shoes, Goodmiles Running Company, Vionic Store Milwaukee, and Waxberg's Walk Shoppe. For 75 years, we've built our reputation on exceptional fit, great service, and deep community values. Ready to Join the Team? If you're looking for a meaningful role where you can deepen your digital skills, support a strong team, and help shape a growing e-commerce business, we'd love to meet you. Apply today-our mobile-friendly application takes just minutes.
Requirements
- Bachelor's Degree in Computer Science, Web Design, E-Commerce, Customer Service, or relevant experience (preferred)
- 2–3 years of experience in: E-commerce Shopify SEO/Website development
- Detail-oriented, organized, and task-driven
- Friendly, compassionate, and clear in communication
- Comfortable juggling multiple responsibilities throughout the day
- A collaborative teammate with a "How can I help?" mindset
- Lift and carry 25–40 lbs
- Stand for extended periods
- Bend, reach, and use step stools or ladders
- Work in a fast-paced backroom and fulfillment environment
Responsibilities
- Respond to messages via email, phone, and live chat
- Assist with questions about orders, shipping, returns, and exchanges
- Troubleshoot issues, offer clear solutions, and follow through to resolution
- Represent our mission of delivering exceptional fit, comfort, and service
- Updating product pages, images, descriptions, and categories
- Supporting digital merchandising through better organization and product visibility
- Identifying opportunities to streamline and elevate the online experience
- Partnering with the Marketing team to execute promotions, update homepage content, and support the growth of our e-commerce business
- Process and pack online orders with care
- Inspect returns, update systems, and restock items
- Keep the backroom organized and assist with basic inventory tasks
Benefits
- Health, dental, vision, and pet insurance
- 401(k) plan
- Paid holidays and paid time off
- Generous employee discount on high-quality footwear
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
