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Retail / Sales

E-commerce Operations Officer in an E-commerce Company

Myrtle Management Consultants – Our client in the E-commerce sector urgently requires the services of suitably qualified candidates to fill the position below:

Job Title: E-commerce Operations Officer

Location: Lekki Phase I, Lagos
Employment Type: Full time

Job Description
Our client in the E-commerce sector urgently requires the services of a suitably qualified candidate to fill the position of an E-commerce Operations Officer who will maximize commercial performance whilst providing the best customer experience at all stages of the customer journey.

Responsibilities
Customer Service:

  • To deal promptly and professionally with customer email and telephone enquiries.
  • Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of the company in the customer’s mind and adhering to corporate terms & conditions.
  • To investigate payment issues and monitor all orders for fraud.
  • To liaise with the Finance Team in order to sort out any issues relating to refunds or returned items.
  • Complete monthly reporting of customer service statistics, showing e-mail and order volumes.
  • Produce templates that streamline processes and keep these updated.

Fulfilment & Stock:

  •  Account manage assigned warehouse, overseeing invoicing processes and coordinating relevant training or stock management processes.
  • Capturing and structuring of data to create product content for E-commerce website.
  • Upload of data to the E-commerce website.
  • Assist the Operations manager on all assigned duties.
  • To liaise as required with the online shop warehouses in order to resolve delivery issues and e-ticketing.
  • To budget all fulfilment costs and ensure they are covered by pricing of delivery charges.
  • To update stock batches as needed and process returns.
  • Perform monthly stock takes with warehouse and reconcile any variances.

Financial Processes:

  • To ensure profit margins are maintained and targets achieved through keeping the shop optimized for sales.
  • Monitor ‘Dailies’ sales figures weekly and escalate any anomalies promptly.
  • Work with Finance department to accurately process any chargebacks or refunds.
  • Interpret Profit & Loss, product sales and other reports to identify errors and provide insight into performance and ideas for resolutions / improvements.
  • Complete full month end financial processes.

Products:

  • To translate and update products descriptions and e-vouchers.
  • Work with other members of team to resolve content or booking issues and communicate any customer feedback to team.
  • Perform daily product updates and translate at least one new product every week.
  • Communicate to warehouses any special requirements in relation to offers as necessary.
  • Liaise with suppliers to resolve any customer complaints or issues as necessary.

Qualifications

  • 1-2 years working experience in similar role.
  • Knowledge of e-commerce is highly advantageous.
  • Previous experience of writing and translating content highly advantageous
  • Self motivated and willing to work as part of a team.
  • Excellent organizational skills and ability to prioritize.
  • Ability to manage multiple tasks and deliver to deadlines.
  • Must be fluent in English (written/spoken).
  • Basic computing skills.
  • Working knowledge of MS Office (knowledge of other software will be an added advantage).
  • Customer service experience and the ability to deal with difficult customers is essential.
  • Team player with a sense of team spirit.

Remuneration
Remuneration is competitive

Deadline: 30th December, 2020.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Interviews are on a rolling basis to this date. Only shortlisted candidates will be contacted.

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