What You Will Do

Order Fulfillment & Delivery

• Ensures the pick-and-pack process is conducted accurately to prepare and dispatch orders for delivery.
• Monitors delivery status to confirm timely and successful delivery of parcels to customers.
• Coordinates with couriers to troubleshoot and resolve any issues with parcel delivery, ensuring customer expectations are met.
• Updates and maintains records of deliveries to support operational efficiency and customer satisfaction.

Customer Service Liaison

• Works closely with customer service to address inquiries related to order status, delivery issues, and product information.
• Provides customers with timely updates regarding order and delivery status to enhance transparency and trust.
• Handles customer complaints professionally, using set service standards to resolve issues within scope of control.

Returns & Refund Management

• Manages the return and refund process in accordance with company policies, ensuring accuracy and efficiency.
• Processes refunds promptly, maintains clear records, and monitors patterns to support inventory management and customer service standards.

Website Maintenance

• Regularly updates product listings, descriptions, and prices on the website to reflect current inventory and pricing accurately.
• Ensures website functionality and aesthetics are maintained, troubleshooting and escalating issues as needed to ensure a positive user experience.
• Coordinates with marketing to support website promotions and seasonal campaigns through accurate and attractive online presentation.

Skills

Required Skills to Be Successful

• Familiarity with e-commerce platforms, logistics, and order fulfillment processes.
• Strong organizational, communication, and problem-solving skills to manage multiple aspects of the e-commerce process.
• Customer service oriented with a proactive approach to handling inquiries, issues, and opportunities for improved customer satisfaction.
• Basic computer and digital skills, with an eye for detail in managing website content and customer records.
• Ability to collaborate effectively with customer service and logistics teams to meet business objectives.
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What Equips You for the Role

• Education: Bachelor’s Degree in Business, E-Commerce, or a related field (preferred but not essential).
• Minimum Experience and Knowledge: 1-3 years of experience in e-commerce, customer service, or logistics.