Job Description:
The Operations Officer will be accountable for supporting all operations and business aspects for our company. You will manage end-to-end order management from both B2B and B2C point of view - from customer experience and request, to order fulfilment and even returns monitoring. All logistic arrangements for shipping our products from their manufacturers or trading companies to our end-customers including customs clearance and permit application will be followed by you. You should keep track on our inventory level with suitable replenishment. For the market exploration and business development, you are playing a key role in identifying new potential customers for our company.
Key Responsibilities:
1. Responsible for the e-commerce development, management, checks, responses and maintenance across all digital touchpoints. (e.g. email, chat room, online shop, website, phone, sms, whatsapp, etc.)
2. Responsible for setting up and updating all aspects of contents like shop layout and decoration across all digital touchpoints especially for our online shop or website.
3. Responsible for product portfolio information, descriptions, specifications, activation, arrangement, management, update and obsoleteness across all digital touchpoints.
4. Responsible for monitoring and replenishing inventory levels. The inventory should be imported from overseas countries so you need to follow up all relevant logistic arrangements including customs clearance and permit application.
5. Responsible for receiving new orders as well as handling all applicable order processes, transfers, cancellations and returns management in the e-commerce systems or other traditional platforms like phone-ordering.
6. Responsible for order/logistic arrangement and management including shipment tracking for imported products in different digital touchpoints or other traditional platforms to ensure on-time deliveries and returns. Expedite any potential delivery delays. Work with product manufacturers or original trading companies to import products to Singapore. Arrange the subsequent local deliveries to end customers and all logistic activities when imported products arrive at Singapore after customs clearance as well as permit verification.
7. Assist to analyse all customer enquiries, feedback, complaints and returns to improve our company with appropriate actions and avoid us suffering the same mistakes again. Address those customer issues and respond to our customers with suitable remedies. Escalate if you cannot solve them or they are regarded as serious cases affecting to our company and business. Arrange all relevant logistic activities to send customer returns from end customers back to manufacturers or original trading companies.
8. Plan and execute e-commerce activities, promotions and events across all digital touchpoints for increasing our market share, exploring some potential new markets and boosting sales quantities.
9. Report and analyse all our KPIs (e.g. sales, product rankings, number of shop/website followers, customer satisfaction surveys, etc.) with suggested actions for improvement.
10. Source for new potential customers (both B2B and B2C) by all means. You may accomplish this target within or out of any digital touchpoint. For B2B customers, you may be expected to prepare some marketing or sales events for them. You also need to visit their premises or factories in person for promoting and selling our new and existing products.
11. Assist in any technical or quality issue for products which serves as an obstacle to our business. (e.g. customer complaints or returns due to product quality, clarifications for product specifications and technical details, product tests, laboratory reports and so on from product manufacturers or trading companies – local and overseas)
12. Accept any assignment as requested by our company.
Job Requirements:
1. This position will be offered to Singaporean or PR only.
2. Any graduate from GCE N/O/A-Level or above.
3. 1-2 years of working experience in a similar role, preferably in retail/resell environment. (Note: Fresh graduate without relevant working experience may also be considered based on his/her interview performance.)
4. E-commerce and digital marketing experience is an asset and good understanding of the tendency of mobile/computer/electronic retail/resell markets.
5. Technology knowledge especially in mobile/computer/electronic is strongly desired but is not a must.
6. Marketing research skills across different e-commerce systems as well as other traditional platforms for our existing and new products are definitely your assets. Strong selling techniques are also expected.
7. Data-analysis skills in e-commerce/website platforms or internet should be required.
8. Ability to work in a dynamic and fast-changing environment with extremely demanding on technology and product knowledge.
9. Strong communication and presentation skills. (a good command of spoken and written English is a must.) Appropriate use of software applications like Microsoft 365/Office, Google Workspace and so on to aid for your market/sales/business/data analysis as well as customer presentation is essential.
10. It is an advantage if you can communicate in Mandarin with manufacturers and trading companies in China.
11. Strong organization, planning, coordination and problem-solving skills.
12. Ability to work well at all levels of the organization (in customers, manufacturers, governments, other trading companies, etc.).
13. Ability to efficiently manage multiple tasks, and work within tight deadlines.
14. Be a pro-active team leader or player: creative and passionate.
15. Ability to engage, motivate and convey key messages precisely and concisely to customers and all shareholders (internal and external).
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