E-Commerce & Customer Experience Executive

Key Responsibilities

E-Commerce Operations

• Manage and maintain the Shopify e-commerce platform, ensuring product listings, pricing, descriptions, and images are accurate and up to date

• Coordinate with Marketing and Creative teams to upload campaign assets, banners, promotions, and new product launches onto the e-shop

• Monitor website functionality, product availability, and user experience to ensure smooth day-to-day operations of the online store

• Assist in executing online promotions, seasonal campaigns, and product merchandising to optimise sales performance

• Generate and analyse e-commerce sales reports, website performance metrics, and order trends to support business decisions

Order Fulfilment & Inventory

• Manage and process online orders end-to-end, including pick & pack, shipment coordination, and order tracking

• Coordinate with logistics partners and freight forwarders for order deliveries and shipment documentation

• Conduct regular stock counts and quality control checks to ensure inventory accuracy and product quality

• Monitor stock levels across the e-commerce platform and coordinate with suppliers to replenish inventory when required

• Report defective or damaged stock and coordinate resolution with suppliers and internal teams

Customer Experience

• Handle customer enquiries via email, live chat, and other communication channels, ensuring prompt and professional responses

• Manage returns, exchanges, refunds, complaints, and order amendments in accordance with company policies

• Track and analyse customer service metrics (response time, satisfaction levels, recurring issues) to identify improvement opportunities

• Conduct quality audits and calibration checks to ensure consistent and accurate customer support standards

Administrative & Retail Support

• Assist with product ordering and coordination with suppliers

• Support retail pop-ups, events, and promotional activations when required

• Categorise receipts, reimbursements, and invoices, ensuring timely submission to Finance

• Assist with operational reporting including sales performance, order status, and inventory summaries

Job Requirements

• Minimum Diploma in Business Administration, E-Commerce, or a related field

• At least 1 year of customer service or e-commerce operations experience, preferably in retail, grocery, lifestyle, or hospitality industries

• Passion for delivering exceptional customer service and creating positive customer experiences

• Strong communication and interpersonal skills (written and verbal)

• Patient, detail-oriented, and a good listener when handling customer issues

• Able to work independently while collaborating effectively with cross-functional teams

• Proficient in Microsoft Excel; experience with Shopify, Salesforce, Live Chat, or other CRM/e-commerce tools is an advantage

• Experience with inventory management, order fulfilment, or online merchandising is a plus