E-commerce Operations Executive - #1129017

The E-commerce Operations Executive supports the end-to-end operational workflow for CK.com across multiple markets. This role ensures smooth daily operations from order creation to delivery, covering OMS processes, warehouse coordination, inventory alignment, logistics performance, customer service support, and post-purchase journey optimization. This role will work closely with cross-functional teams, such as Warehouse, Logistics, CS, Finance, IT (SFCC/SFDC/OMS), and Local Market Teams, to maintain high service levels, reduce operational defects, and enhance the overall customer experience.

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.

• 1–3 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, Pivot Table) 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.