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