ECommerce Operations Executive

Role Overview

The ECommerce Operations Executive is responsible for managing the complete operational cycle of CK.COM across various markets to ensure seamless daily processes. This covers activities from the initiation of orders through to successful delivery, encompassing order management system (OMS) operations, warehouse coordination, inventory synchronization, logistics monitoring, customer service collaboration, and enhancing post-purchase customer experience.

Key Responsibilities

• Oversee order processing through multiple platforms including SFCC, OMS, SFDC, and WMS, ensuring timely movement without interruptions.
• Coordinate with warehouse teams to meet service level agreements on picking, packing, and dispatch.
• Handle order exceptions such as stalled orders, partial shipments, system holds, and stock discrepancies.
• Monitor fulfillment metrics and promptly identify potential risks.
• Liaise with last-mile delivery partners to address delays, returns-to-sender scenarios, and failed deliveries.
• Manage shipping label issues, tracking setups, and maintain updates via Parcel Perform.
• Keep track of shipping cost trends and escalate unusual activities.
• Collaborate with inventory management to ensure stock accuracy, resolve mismatches, and support stock audits.
• Assist in planning stock replenishment and allocation ahead of peak sales periods.
• Work alongside customer service teams to resolve escalations linked to order delays, fulfillment challenges, and product defects, while ensuring timely communication on warehouse and logistics updates.
• Facilitate improvements in processes to minimize avoidable customer inquiries regarding size, delivery status, and cancellations.
• Support operations of the returns system including portals like AfterShip, Return Helper, and BRP; track return patterns and replacement shipments.
• Assist with implementing exchange-first workflows to decrease return rates.
• Generate comprehensive weekly and monthly performance reports analyzing KPIs such as SLA adherence, fulfillment rates, delay causes, and cost-per-order impacts.
• Investigate operational issues to identify root causes and recommend corrective solutions.
• Contribute to tracking warehouse productivity and cost-efficiency measures.
• Engage in regional and global initiatives including warehouse improvements in the US, OMS upgrades, and return portal enhancements.
• Support user acceptance testing (UAT), workflow mapping, and documentation of standard operating procedures (SOPs).
• Identify opportunities for automation, enhanced efficiency, and cost reductions within operations.

Candidate Profile and Requirements

• Possess a Diploma or Degree in Business, Supply Chain Management, E-commerce, or related disciplines.
• Have between 4 to 5 years of experience in e-commerce operations, preferably including backgrounds in retail, logistics, or warehousing.
• Demonstrate strong knowledge of order fulfillment processes and e-commerce operational flows.
• Experience working with order and warehouse management systems; familiarity with SFCC and SFDC platforms is an advantage.
• Highly analytical with excellent attention to detail and problem-solving capabilities.
• Advanced proficiency in Microsoft Excel, including functions such as VLOOKUP and PivotTables; comfortable working with business intelligence dashboards like Power BI or Qlik Sense.
• Ability to manage multiple tasks and meet deadlines within fast-moving environments.
• Excellent communication skills and ability to coordinate effectively across various teams.
• Proactive approach with a strong sense of responsibility and ownership over assigned tasks.
• Customer-focused mindset, emphasizing urgency and quality service delivery.
• Collaborative team player with a positive attitude and eagerness to learn continuously.