[HCM] - Operation Support Officer

Job Description

Department: E-Commerce

1. Operation management (40%)
- To manage the Sales & Operation team to handle online orders in daily basis to complete all orders in time with effective quality of work.
- To develop & train online sales team about process, flow, order monitoring, customer service, etc….
- To monitor order processing process, delivering services and handle return, refund, exchange requests from customers properly.
- Coordinate with related departments (Merchandising, Operation, warehouse, Transport, Accounting…) to deliver company's products to customers effectively & efficiently.
- Make verbal or written daily, monthly reports related to sales e-commerce.

2. Customers service (20%)
- Manage customer enquiry for all on-line channels with fast & appropriate response
- Escalate of all problems/complains to assure they are satisfactory resolved
- Update all related issues regarding the orders for further coordinating with customer
- Analyze customer’s trend, comment, feedback and report
- Cross check with order status cancellation from delivery suppliers provide call to customers if need

3. Improvement (25%)
- Observe and listen to problems from the store to give solutions quickly
- Survey competitors & make a report to compare the weak point & strong point so as to improve next time
- Apply technology in operating to increase productivity
- Improve picking and packing process so as to speed up orders processing

4. Support (15%)
- Support the store when there are problems related to online sales: product, system and operation
- As a connection between HQ & stores to help the store achieve goals
- Support to clearly explain the problems in the procedure so that the store always does it right
- Call support from HQ & other department to support Omni in peaktime