Ecommerce Operations Assistant

The Ecommerce Order Processing Assistant supports the day to day fulfilment of orders across Shopify, Shopee, Lazada and TikTok Shop. The role is customer minded, ensuring all orders are processed accurately, collected on time and dispatched smoothly. Strong attention to detail and proactive communication are essential.

Key Responsibilities

Order Processing and Fulfilment

• Retrieve and process daily orders from all ecommerce platforms

• Be customer minded to ensure goods are collected for fulfilment timely and accurately

• Pick and pack orders according to packing guidelines

• Prepare parcels for courier pick ups, including labelling and sorting by platform

• Support quality checks before dispatch

• Update order status in the system and ensure timely delivery handover

Inventory Coordination

• Be aware of stock availability across all channels

• Work closely with the Operations team to manage inventory movement between warehouse, retail and ecommerce

• Flag low stock, discrepancies or damaged items promptly

• Maintain a tidy and organised ecommerce fulfilment area

Customer Service Support

• Be responsible for communication with customers on order status, delivery and product availability

• Respond promptly to inquiries, issues and follow ups

• Coordinate with internal teams to resolve inaccuracies, missing items or returns

• Coordinate with customers for showroom sales visits, including scheduling, follow ups, and ensuring a smooth experience

Return of Goods and Reverse Logistics

• Process returned parcels across all platforms and brands, ensuring the returned item matches the return invoice

• Check and update the status of return parcels, including courier tracking and customer communication when needed

• Process stock returns accurately in the POS system and ensure items are returned to the correct inventory channel

• Prepare logistics billing invoices related to returns, exchanges or courier charges

Platform Administration

• Coordinate closely with the Order Management System provider

• Stay on top of system coordination to ensure full software functionality and smooth delivery of processes

• Flag any system issues or operational gaps to the provider for timely rectification

• Assist with basic product listing updates when required

Operational Support

• Be aware of SLA requirements across different ecommerce platforms

• Understand double digit campaigns and various promotions to advise operational needs and prepare ahead

• Work with retail and warehouse teams to ensure smooth daily operations

• Support ad hoc tasks such as replenishment or peak period fulfilment

Requirements

• Higher Nitec, Diploma or higher

• Ecommerce and fulfilment experience required, retail experience is a bonus

• Able to work independently and follow systematic processes

• Comfortable with technology and basic computer skills

• Strong communication and teamwork

• Able to work quickly and handle repetitive tasks accurately

• Physically able to handle parcels and lifting

• Willing to work during peak periods as needed to fulfil orders

Personal Attributes

• Responsible and reliable

• Detail oriented

• Calm under pressure during peak periods

• Positive attitude and willingness to learn