E-Commerce Operation Manager

Customer Service:

• Ensure that team responds to customer orders queries in line with standards set and agreed response times.
• Explore local expectations of customer orders service and service provided by competitors and tailor responses accordingly minimizing losses and maximizing revenue.
• Compile statistics relating to customer orders service performance and produce a variety of reports to analyze data and identify key areas where improvement is required.
• Oversee payment issues and chargeback queries, ensuring that losses are recovered as required.
• Collate useful qualitative feedback from customer orders and share with other managers to assist in product development and adoption of improved practices.
• Manage day to day operations of the online store, including daily order fulfillment
• Lead product forecasting to supply the site with accurate units to meet customer demand

Warehouse & Fulfillment 

• Partner with  the 3rd Party warehouse & Logistics team, supporting them in achieving their own objectives and solving day-to-day problems whilst adhering to corporate competencies
• Integrate Orders with 3rd party systems, following up on response updating the Last mile with status 

Analysis & Reporting 

• Send monthly reports with Cost , Margin Profit and overall expenses.
• Prepare Monthly Reports with Financial status for Shipping Companies Collection, Online payments, COD,  valU, Etc.….
• Integrate invoices and financial reports with Carina RMS

B2B Operations :

• Align and Update Marketplace team with physical product sheet 

Team Leadership 

• Empowers staff performance and maintains acceptable performance standards and levels, in compliance with set standards and best practices within the Department. 
• Promotes and maintains good professional relationships among staff members, between staff and stakeholders.
• Promotes employment equity, integrity and fairness among department staff members. 
• Conducts Monthly Performance Evaluations and regular appraisal meetings for all Department staff, ensures overall performance of the department is in line with the overall Company objectives and main policies, and advises staff on personal and career development plans.
• Participates actively in disciplinary procedures, grievances, and performance appraisal appeals and referring them where necessary.
• Ensures the capacity building and development of staff in the department based on the appraisal process, monitors the effectiveness of the development intervention impact, and updates the staff.
• Promotes a collegiate approach, develops team spirit and team coherence, fosters and encourages interdisciplinary team working.