Job Details
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Job Description
Job Summary:
The E-commerce Operations Executive is responsible for managing and optimizing the order fulfillment process, logistics coordination, and customer satisfaction. This role is crucial in ensuring a smooth and efficient customer journey post-sale, from order confirmation to successful delivery.
Key Responsibilities:
- Sales Follow-Up:
- Monitor and track orders from confirmation to delivery.
- Ensure timely dispatch of products and resolve any delays in the fulfillment process.
- Collaborate with sales and marketing teams to meet customer demand.
- Logistics Coordination:
- Coordinate with warehouses and fulfillment centers to ensure products are stocked and ready for dispatch.
- Manage relationships with third-party logistics providers to ensure on-time delivery.
- Oversee the order delivery process and resolve any delivery issues or discrepancies.
- Customer Satisfaction:
- Act as the point of contact for customers post-purchase, handling inquiries related to order status, returns, and exchanges.
- Resolve any issues related to product delivery, quality, or damages in a timely manner.
- Monitor customer feedback and work with the customer service team to improve the overall customer experience.
- Inventory and Stock Management:
- Ensure inventory levels are accurately maintained and stocked for seamless order fulfillment.
- Track inventory movement and flag any discrepancies or low stock levels.
- Reporting & Analytics:
- Generate regular reports on order processing, delivery times, and customer satisfaction metrics.
- Identify operational bottlenecks and implement solutions to streamline processes.
- Cross-Department Collaboration:
- Work closely with the sales, logistics, and customer service teams to ensure smooth communication and collaboration across all stages of the order lifecycle.
- Assist in the development and implementation of new processes to improve efficiency and customer satisfaction.
Job Requirements
Qualifications:
- Education:
- Bachelor’s degree in business administration, Supply Chain Management, or a related field.
- Experience:
- 5+ years of experience in e-commerce operations, logistics, or customer service.
- Experience with e-commerce platforms is highly preferred.
- Familiarity with order management systems and supply chain tools.
- Skills:
- Strong organizational skills with the ability to manage multiple tasks simultaneously.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with a customer-first approach.
- Proficiency in Microsoft Office and/or e-commerce platform management tools.
- Knowledge of logistics and fulfillment best practices.
- Ability to work under pressure and meet deadlines.
