Position Overview:
As the Operations & Customer Service Executive, you will play a vital role in ensuring the smooth and efficient operation of our e-commerce business, with a primary focus on managing administrative tasks and overseeing order fulfillment processes, including packing parcels. You will work closely with cross-functional teams to streamline processes, optimise productivity, and deliver exceptional service to our customers. The ideal candidate is highly organised, detail-oriented, and thrives in a fast-paced environment.
Order Fulfilment and Parcel Packing:
Manage the order fulfilment process end to end for Handmade Heroes website and all E-Commerce channels (Shopee/Lazada/Zalora/TikTok Shop), including picking, packing, and shipping parcels accurately and efficiently. Ensure all parcels are packed securely and following company standards to prevent damage during transit. Maintain inventory levels, monitor stock availability, and coordinate with the production team on stock deliveries and collections. Conduct quality control checks to verify the accuracy and condition of products before packing and shipping. Conduct regular stock checks, reconcile discrepancies, and update inventory records accurately. Manage and coordinate order pick-ups and drop-offs with logistic partners. Order Refunds and Complaints Management:
Process order refunds and returns in accordance with company policies and procedures, ensuring timely resolution and customer satisfaction. Handle customer complaints and inquiries related to orders, products, or shipping issues, providing empathetic and efficient support to resolve issues and address customer concerns. Investigate the root causes of complaints and identify opportunities for improvement to prevent recurrence and enhance the overall customer experience. Coordinate and work closely with external stakeholders/logistics partners to effectively manage and resolve order and parcel-related issues effectively for a smooth operational flow. Customer Service & Dissatisfaction Management:
Proactively answer customers’ queries and monitor customer feedback and reviews across all e-commerce platforms and Whatsapp. Offer personalised product recommendations to customers based on their needs and preferences. Respond to customer dissatisfaction promptly, timely and professionally, demonstrating empathy and understanding while working to resolve issues and regain customer trust. Collaborate with internal cross-functional teams, including marketing, public relations, and social media, to address recurring issues and implement solutions to improve customer satisfaction and retention. Administrative Support:
Provide administrative support to the management team, including data entry, file management, and document preparation. Assist with the coordination of meetings, appointments, and travel arrangements as needed. Maintain organised and efficient systems for record-keeping, document management, and information retrieval. Manage office petty cash and coordinate the restocking of office supplies. Other ad-hoc tasks as required by the Company 
