Customer Operations Specialist

Founded in 2009 in Orange County, California, Yes4All has grown to become one of the leading names in the fitness, furniture and lifestyle market. A significant player in e-commerce since 2016, we were among the first invited to Amazon’s Vendor Central (AVC) program and have been a top-12 Sports & Outdoors brand on Amazon since 2021.

We expanded our presence across the USA and 17 international markets, reaching $132M GMV with 74% YoY growth in 2023, achieving 26% YoY GMV growth in 2024 and a 3.5X increase in EBITDA. With 2,000+ SKUs on platforms like Amazon, Wayfair, and Walmart, we continue to scale.

Guided by Mr. Nguyen Chi My, we leverage Vietnam’s competitive strengths and strategic manufacturing partnerships to drive innovation. Beyond our own success, we empower Vietnamese SMEs, providing expertise to scale internationally.

At Yes4All, our people are at the heart of our success. We empower our team members to Shine The S.E.A by embracing extreme ownership, which fosters authentic and trust-based collaboration and drives sustainable value creation. As part of the CriTICal SquaD, our members embody core competencies that set us apart. We foster a dynamic and supportive environment, encouraging individuals to grow, take initiative, and make incredible impacts.

Our vision: To become the global leader in innovative products and services, delivering excellence, quality and affordability for all.

Our mission: To empower global consumers with access to quality and affordable products through innovative e-commerce solutions, while fueling the success of innovators, brands and manufacturers.

Join us and be part of a passionate team that is redefining the fitness and lifestyle industry!

I. JOB DECRIPTIONS

1. Multi-Channel Customer Support:

• Respond promptly and professionally to all customer messages on platforms and HubSpot, strictly within the required SLA.
• Handle inquiries regarding order status, delayed shipments, missing items, defective or incorrect products, and product details with accuracy and care.

2. Replacement Order Handling:

• Verify customer claims by reviewing order history, submitted evidence (e.g., images), and relevant company policies.
• Create accurate replacement orders with correct product information and shipping details.
• Track replacement order status and proactively address any delivery issues.

3. Refund Processing:

• Evaluate and process full or partial refunds based onreturn policies and issue severity.
• Inform customers of refund status and expected processing timelines.
• Maintain accurate refund records for internal audits and platform reconciliation.

4. Account Health Management (Amazon & Walmart):

• Proactively monitor and resolve A-to-Z Claims and negative feedback to ensure strict adherence to platform policies, safeguard seller performance metrics (e.g., Order Defect Rate), and uphold brand reputation.
• Engage with customers through timely, empathetic communication to de-escalate concerns, foster positive experiences, and mitigate the risk of account penalties or reputational damage.
• Conduct daily analysis of Return/ Refund Rate to identify anomalies, trace root causes of refund surges, and submit well-documented disputes to challenge invalid claims and minimize revenue leakage.
• Collaborate cross-functionally with Warehouse, Logistics, and Quality Assurance teams to drive root-cause analysis and enforce corrective measures that prevent recurring operational failures.

5. Ad-hoc Customer Support Tasks:

• Provide product usage advice and send manuals or guides as needed.
• Offer partial refunds for minor issues when customers choose to keep the item.
• Follow the internal approval process for partial refunds via PayPal.
• Confirm successful refunds with customers and record all transactions.