eCommerce Operation Specialist ID203977

Description of position
Responsible for eCommerce operations related work, such as shipment tracking, return tracking, logistics supplier management, customer complaint handling, daily management report production, and account management. Cross-departmental communication between Merchandise, Warehouses, Depot (3rd Party) and vendors. Report operational problems identified from various daily management reports and escalate in a timely manner. You will have a keen eye for detail, with excellent numerical, problem solving skills and uphold a professional approach to time and deadlines. Be able to assist and guide other colleagues to deal with difficult and miscellaneous problems, improve work efficiency and improve the quality of member services for eCom. Reporting to the OP Asst. Manager/Manager, the OP Specialist is responsible for a wide variety of duties in support of eCommerce activities for the China eCommerce business.
Responsibilities:
• Communicate with various parties, including Merchandise, Call Center, Warehouses, Depot (3rd party) and vendors to relay, gather information and to resolve issues.
• Generate management statistics to report on daily, weekly, monthly operational metrics such as on inventory, fulfillment, logistics delivery
• Product reports for freight estimation, audits and reports
• Reconcile daily sales, orders and inventory.
• Orders tracking and processing, including outbound, logistics, and customer service processing.
• Report on operational problems identified from daily management reports and escalate in a timely manner.
• Depot (3rd Party) management (Orders, logistics, customer service, accounting).
• Vendors communication to ensure KPI achievement, complete specified operations in accordance within contracted specifications
• Provide various eCom member services (e.g. returns, refunds, tax invoice, general inquiries)
• Support the fulfillment center, credits/returns processing, sales audits.
• Support the call center in all aspects of customer service issues
• Execute and report on UAT for eCommerce system updates and related tasks.
• Report department issues to the eCommerce OP Asst. Manager/Manager.
• Assist in other areas of the department as necessary.
Experience and Skills:
• College or University degree and above preferred.
• At least 2 years of related work experience as a operations/customer service assistant with customer facing responsibilities required
• Proficiency in business English
• Computer skills including SAP, Microsoft Office (Excel, WORD, POWERPOINT), math skills, and accounting skills.
• Strong troubleshooting, execution, analytical and quantitative skills
• Good organizational skills to collate material from multiple sources and produce web content within tight deadlines.
• Able to prioritize work, meet deadlines and work independently in a fast-paced, ever-changing environment
• Detail-oriented, responsible, logical, studious, hands on, and able to learn & prioritize.
• A good team player who is able to work with diversified internal and external stakeholders on conflicting metrics and expectations.