IN-OFFICE | FULL-TIME
Boulo Solutions is partnering with a plumbing distributor in Moody seeking an Ecommerce Administrator – Wayfair to support the operational health and accuracy of our Wayfair account with focus around the process of return goods and their accompanying claims. This role is rooted in administrative execution — focused on processing deductions, disputes, cancellations, and quality control follow-ups that keep the account running smoothly. Success in this position depends on precision, timeliness, and proactive communication.
Responsibilities
· Handle incoming chat, support tickets and email interaction with Wayfair clients
· Assist with day-to-day aspects of Return issues and optimization of service
· Give customers updates on order statuses when the orders are delayed
· Execute support tickets from start to finish
· Open disputes for returns that are out of Wayfair’s return policies.
· Communicate directly with the customer and carriers regarding shipments and shipment issues
· Follow up on internal order status for aged orders
· Work directly with our Ecommerce Manager on return and order issues
· Support accurate recordkeeping across multiple systems to ensure clear communication and follow-through.
· Collaborate with peers and other departments to maintain smooth operations and timely issue resolution
· While the primary focus of this role is the Wayfair account, the administrator will also receive training and responsibilities to include support of broader customer accounts.
Requirements
· Associate’s degree plus 1–3 years of experience, or the equivalent — a high school diploma plus five to seven years of experience, or a Bachelor’s degree with no experience.
· Proficiency in Microsoft Excel or Google Sheets (filters, lookups, pivot tables, IF statements) or a strong willingness to learn these tools.
· Ability to manage and update living documents (escalation sheets, deduction trackers, return logs).
· Experience handling case/dispute systems and attaching documentation. Strong computer literacy for searches, data entry, and email tracking.
· Ability to track multiple moving parts — returns, disputes, SCT requests, cancellations — simultaneously.
· Responsiveness: Average turnaround time on cancellations, SCT requests, and QC delays.
Measures & Competency
· Timeliness: Deductions and disputes are reviewed before settlement deadlines.
· Accuracy: Documentation and updates are completed with minimal errors.
· Resolution Rate: Percentage of deductions successfully disputed or settled in company favor.
· Responsiveness: Average turnaround time on cancellations, SCT requests, and QC delays.
· Communication: Weekly updates are provided to ecommerce leadership.
· Collaboration: Clear coordination with Warehouse Returns and correct routing of RMA requests.
· Management Oversight: Performance monitored through Wayfair Partner Home for visibility and accountability.
· Maximize credits for resale by ensuring all eligible returns are re-entered into inventory.
· Liquidate unsellable products efficiently to reduce write-offs.
· Eliminate autosettled deductions through proactive dispute management.
· Patience and consistency when managing repetitive or detailed tasks.
· Proactive approach to spotting gaps, errors, or process improvements.
· Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
· Quantity – Meets productivity standards; Completes work in timely manner.
About Boulo: Don’t let your job search end here. Boulo is a recruiting platform that goes beyond titles and timelines. We help experienced, knowledgeable professionals stand out to hiring managers by showcasing value through a skills-first approach. If you’re tired of being overlooked on other job boards and seeking a new opportunity, join Boulo here: https://boulosolutions.com/