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

• 13 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