E-Commerce Executive

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.