ECOMMERCE OPERATIONS EXECUTIVE

Responsibilities:

Daily Operations & Order Management:

• Monitor order flows across SFCC, OMS, SFDC, and WMS to ensure orders move smoothly without delays

• Follow up with warehouse teams on picking, packing, and dispatch SLAs

• Manage exceptions such as stuck orders, split shipments, OMS holds, and stock discrepancies

• Track fulfilment rates and highlight risks early

Logistics & Delivery:

• Coordinate with last-mile partners to resolve delivery delays, RTS cases, and failed deliveries

• Support tracking setup, shipping label issues, and Parcel Perform updates

• Monitor shipping cost behaviour and escalate abnormal patterns

Inventory & Stock Management:

• Work with the Inventory team on stock accuracy (SOH, ATP) and resolve mismatch issues

• Support stock cycle checks and stock recovery for unfulfillable orders

• Assist in pre-allocation and replenishment planning for peak seasons

Customer Service Support:

• Partner with CS to resolve escalations related to order delays, fulfilment issues, and product defects

• Ensure CS receives timely updates on warehouse performance and logistics issues

• Support SOP improvements to reduce avoidable CS enquiries (size, delivery status, cancellations, etc.)

Post-Purchase Experience:

• Support Return Portal operations (AfterShip / Return Helper / BRP)

• Track return trends, defect rates, and replacement shipments

• Assist in exchange-first workflow setup to reduce return rates

Reporting & Analysis:

• Prepare weekly and monthly operational reports (SLA, fulfilment rate, delay root causes, CPO impact)

• Analyse operational defects and provide root-cause insights with corrective actions

• Support cost-per-order (CPO) tracking and warehouse productivity metrics

Process Improvement & Projects:

• Participate in global and regional projects (Japan Go-Live, US WH improvement, OMS upgrades, Return Portal)

• Assist in testing system changes (UAT), mapping workflows, and documenting SOPs

• Recommend opportunities for automation, efficiency, and cost reduction

Requirements:

• Diploma or Degree in Business, Supply Chain, E-commerce, or related fields

• 1–3 years of experience in E-commerce or Operations preferred (retail, logistics, or warehouse background is an advantage)

• Strong understanding of order fulfilment cycles and e-commerce operations

• Familiar with OMS/WMS systems; experience in SFCC/SFDC is a plus

• Analytical and detail-oriented with strong problem-solving skills

• Proficient in Excel (VLOOKUP, PivotTable) and comfortable with dashboards (Power BI, Qlik Sense)

• Able to multitask and manage deadlines in a fast-paced environment

• Good communication and coordination skills across teams

• Proactive, responsible, and strong ownership of tasks

• Customer-centric mindset with a strong sense of urgency

• Team player with a positive attitude and willingness to learn