[HCM] OPERATION OFFICER (E-COMMERCE)

Mô tả Công việc

1. Operation management
– 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
– 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
– 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
– 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