Ecommerce Operator - Crocs (HO - 000209_SHO-CRO-121-148-039-2)

Core Purpose of the Job: (What is the reason that this job exist; what is the overall aim of this role?)

to ensure efficient and accurate execution of e-commerce order fulfilment and inventory operations, maintaining SLA compliance, system accuracy, and seamless coordination across stakeholders to achieve commercial sales targets and positive customer experience.

Areas of Responsibility

1. Order Processing Management (60%)

• Responsible for end-to-end order fulfilment by collaborating with Logistics, Warehouse, and Shipping Partners to ensure compliance with Service Level Agreements (SLAs) of online platforms.
• Manage Return and Refund orders to minimize processing time, reduce loss, and improve customer satisfaction.
• Work with Customer Service and Merchandise to resolve customer inquiries relates to product quality, online exchange policy, etc.

2. Stock Accuracy Management (20%)

• Monitor and maintain accurate inventory synchronization across internal systems, warehouse operations, and marketplace platforms.
• Support stock reconciliation and stock-taking activities, conduct root cause analysis to resolve inventory mismatches.

3. Click&Collect Order Processing (20%)

• Monitor 'Click&Collect' orders by coordinating with stores and relevant project stakeholders to ensure order lead-time.
• Work with Customer Service to address and resolve Click & Collect-related customer issues.

PERSON's SPECIFICATION: (What capabilities will be required to perform this role?) Relevant Experience:

• At least 2-3year experience as an operator across major marketplaces (Shopee, Lazada, TikTok…) in terms of operational proficiency

competencies: (Technical, Operational, Managerial, Human & Cultural Requirements)

• Deep understand order fulfilment flow on marketplaces
• Strong accuracy in handling orders, inventory data
• Strong and confident communication skills to engage and coordinate with internal and external stakeholders.