Castle Rock EXIM is a Singapore-based e-commerce company specialising in the online retail and delivery of wines, beers, spirits, and other alcoholic beverages. We are looking for a proactive and organised individual to support our daily e-commerce operations, customer service, and delivery coordination.
Job Summary
The E-Commerce Admin Executive / Operations Coordinator is responsible for the smooth coordination of daily online orders, delivery dispatch planning, customer communications, and operational reporting. The role works closely with warehouse and delivery teams to ensure orders are processed accurately and delivered efficiently while supporting Castle Rock's online and social media presence.
Key Responsibilities
Order Processing & Coordination
- Process and verify daily customer orders across e-commerce platforms.
- Ensure accuracy of order details, payment status, stock allocation, and delivery information.
- Coordinate with warehouse staff to ensure timely picking, packing, and preparation of orders.
- Monitor order statuses and ensure all orders are dispatched according to schedule.
- Resolve order discrepancies, delivery issues, and customer concerns promptly.
Delivery Planning & Dispatch Coordination
- Determine and assign daily delivery zones for drivers based on order locations and operational efficiency.
- Coordinate with delivery personnel regarding schedules, urgent deliveries, and route adjustments.
- Monitor delivery progress and follow up on delayed or failed deliveries.
- Liaise with customers regarding delivery timing, updates, and special arrangements.
- Assist in improving dispatch efficiency and delivery workflow processes.
Customer Service & Communication
- Respond promptly to customer chats, enquiries, and feedback through online platforms, email, WhatsApp, and social media.
- Provide professional and courteous customer support before and after sales.
- Assist customers with product enquiries, order tracking, delivery arrangements, and issue resolution.
- Maintain strong customer relationships and uphold service standards.
Social Media & Online Presence
- Assist in maintaining Castle Rock's online presence across social media platforms.
- Support posting of promotional content, product updates, announcements, and customer engagement activities.
- Monitor online reviews, comments, and messages and escalate issues where necessary.
- Coordinate internally for marketing and promotional campaigns when required.
Reporting & Administrative Support
- Prepare and tabulate operational reports relating to warehouse performance, delivery performance, and order fulfilment.
- Maintain accurate records of deliveries, returns, inventory issues, and customer service matters.
- Assist with inventory tracking and coordination with warehouse operations.
- Perform data entry, filing, documentation, and general administrative duties.
- Support management with ad-hoc operational and administrative tasks.
Requirements
- Minimum GCE O Levels, NITEC, Diploma, or equivalent.
- Prior experience in e-commerce operations, logistics coordination, customer service, or administrative roles preferred.
- Good organisational and multitasking skills.
- Able to work in a fast-paced environment and manage daily operational priorities.
- Strong communication and interpersonal skills.
- Proficient in Microsoft Excel, Google Sheets, and basic administrative software.
- Familiarity with e-commerce platforms (Lazada & Shopee), delivery coordination, or social media management is an advantage.
- Responsible, detail-oriented, and able to work independently as well as in a team.
Preferred Traits
- Positive attitude and customer-focused mindset.
- Strong coordination and problem-solving abilities.
- Able to communicate effectively with warehouse staff, drivers, and customers.
- Comfortable handling operational challenges and urgent situations.
