POSITION SUMMARY
- Assist the team to drive business at each location, by managing inventory and e-commerce orders partnering with regional 3PL provider
- Manage complex data effectively and provide relevant feedback in timely manner
- Manage deliveries, refunds, return and on ground logistic support for all e-commerce order
- Assist and resolve customer quires and issues via email, phone, and chat
KEY AREAS OF RESPONSIBILITIES
- Manage ecommerce business primarily from key business KPIs including GMV, net sales, traffics, conversion, AOV
- Sales and marketing performance – monthly promotion and campaign planning, especially localisation campaign activation to win in local market
- Recruit new buyer and retain existing buyer to drive repeat purchase
- Expand channel reach by working with marketing team
- Support ideation and execution of features and enhancements o improve customer shopping journey
- Gathering competitors analysis and industry insight
- Recommend and execute stock transfers regularly between warehouse and e-commerce channel to minimise out-of-stock
- Monitor shipments to understand delivery of new and replenishment stock e-commerce channel and communicate all inventory risks to manager proactively.
- Review all existing, pending orders and fulfilment on timely manner to reduce order backlog and refunds
- Manage deliveries, refunds, return and on ground logistic support for all e-commerce order
- Participate in weekly calls and follow up on any action points in a timely manner.
- Perform any Ad-Hoc task required by the Manager/Department.
- Work closely with 3PL & shipping service provider to ensure all order sent in timely manner and monitoring all order status from time to time
- Focus on Customer Service for all customer feedback on orders, delivery, and shortfall status
- Get in contact with customer to resolve delivery, product order issue or quires on adhoc basis
- Create and provide frequent reports on data and trends to management
KEY REQUIREMENTS
- Minimum Diploma or Degree in any discipline.
- At least 2 years of working experience in retail, customer service, or related fields.
- Prior experience in e-commerce or online marketplace operations will be an added advantage.
- Strong interpersonal and communication skills with the ability to engage effectively with internal and external stakeholders.
- Good analytical and problem-solving skills with attention to detail.
- Strong planning, coordination, and time management abilities.
- Pleasant personality with a positive and customer-focused attitude.
- Excellent verbal and written communication skills.
- Fluent in English, both spoken and written. Proficiency in additional languages will be an added advantage.
