We're looking for a driven and detail-oriented E-Commerce Operations Executive to own the day-to-day flow of our fulfilment and customer operations. You'll be the backbone of our order journey — from the moment a customer checks out to the moment their package lands at their door. This is a hands-on role that blends logistics, technology, and customer experience, and you'll work closely with our management, finance, and logistics teams to keep things running smoothly.
Key Responsibilities
*Order Fulfilment & Dispatch*
- Manage end-to-end order processing — picking, packing, dispatch, and delivery tracking.
- Maintain accurate synchronisation between Shopify and iThink logistics platforms.
- Ensure timely and accurate order updates across all fulfilment touchpoints.
*Courier & Logistics Management*
- Monitor courier SLAs and proactively drive reduction in Return-to-Origin (RTO) rates.
- Liaise with courier partners to resolve escalations and improve delivery success rates.
- Identify process gaps and recommend improvements to reduce transit delays.
*Customer Support & Escalation Handling*
- Handle customer queries related to orders, deliveries, returns, and refunds.
- Manage delivery escalations with empathy and urgency, ensuring timely resolution.
- Maintain positive customer experience metrics and flag recurring issues to the team.
*Inventory & Finance Coordination*
- Work closely with the Finance team on inventory valuation and RTO reporting.
- Assist in stock reconciliation and ensure system inventory matches physical counts.
- Flag discrepancies promptly and support month-end reporting requirements.
*Reporting & Team Supervision*
- Prepare and present weekly operational performance reports to management.
- Track key metrics including fulfilment rate, RTO %, delivery TAT, and customer response time.
- Train, onboard, and supervise the Operations Intern on a day-to-d