Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
You will be an integral member of our world-class Operations team, responsible for ensuring smooth fulfilment of orders and shipments for customers across more than 60 countries worldwide. You will be equipped through multi-disciplinary training, in order to maintain and enhance our fundamental operational processes.
Our Operations team is essential for enhancing our customers’ experience and supporting key partnerships programs with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.
Responsibilities
- Ensuring overseas orders are filtered and verified prior to overseas online fulfilment (eg: address verification, fraudulent checks and etc)
- Liaise and maintain key relationships with our local/overseas logistics partners to resolve or improve any operational issues and support the customer service team with solutions regarding more complex technical or operational issues
- Establish and constantly evaluate our strategies to tackle new and existing customer-related issues while continuing to improve our standard operational policies and strategic directives
- Analyze and generate monthly operational reports while reporting directly to the Operations Manager with action improvement plans
- Daily ad-hoc tasks. Additional operational specializations and responsibilities to be taken on with time, based on strength and performance
- Being a problem solver — you will be required to diagnose complex issues, think out of the box and be expected to propose timely and efficient solutions while taking into consideration varying needs across different products and regions
- Taking ownership of escalated technical inquiries and issues by following through effectively and efficiently to ensure timely resolution
- Keeping accurate documentation of issues (Technical & Administrative), as well as following up and arrangement of post-sales servicing/warranty related issues.
Requirements
- This role requires someone who is technically inclined, a fast learner and a good problem solver
- Proactive thinking – not passively observing but constantly moving forward, looking to the future, and making things happen and constantly engaging with out of the box solutions to consistently improve/establish new operational processes
- Intrapreneurial thinking – take pride in your work, be driven, initiative, result-orientated and versatile to adapt/respond to different types of characters and situations
- Must be decisive, action-oriented, results-focused and able to work independently as well as a team to handle diverse situations with the ability to work with tight deadlines
- Strong proficiency in written and spoken English with excellent email writing and etiquettes
- Able to communicate effectively on both technical and non-technical topics to customers and team members
- Intermediate to Advanced proficiency in Microsoft Excel/ Google Sheets (experience using advanced formulas/ features)
Bonuses
- Professional experience in an e-commerce operations environment
- Experience using professional or customized OMS/ WMS
