Senior Executive, E-Commerce Operations

1. Operations System:
- To be the master of knowledge and know-how of marketplace Seller Center systems and all operations processes related to their operations (Fulfilment, Warehouse, Transportation, 3PL Operations...).
- Build and lead framework to track and monitor Operational KPIs on platforms including Delivery Lead Time, Chat Scores, Store Reviews & Ratings.
- Lead, guide and support Commercial team in handling operational activities on marketplace systems.
- To be the master of knowledge and know-how of DKSH Anchanto and SAP systems. Build, lead, control, monitor, support and report all activities of SAP.
- Assist the regional team in system-related projects including Testing, Maintenance, Pilot and Virtualization.
2. Order Processing & Fulfillment
- Lead and monitor the end-to-end Order Flow from Platforms to Delivery to End Consumer and Product Return, which includes data phases in Seller Center, Anchanto/SAP and Warehouse.
- Provide instructions, build process and give supports to Commercial team in handling orders to guarantee 100% successful fulfilment and sales revenue billing.
- Keep abreast of market and platforms latest updates and best practices of industry. Build, develop and continuously improve the framework for Order Handling process to make it cost-saving, efficient, flawless process.
- Build, lead, instruct and support Commercial team to track the Order Handling Ops Scores.
3. Customer service
- Lead and manage Chat Agents to ensure the delivery of best customer experience for all marketplace stores.
- Build and lead the tracker of KPI matrix required by platforms for Chat Time, Chat Rate, Store Ratings & Reviews to ensure all stores achieve top 10% ranking compared to other shops.
- Lead, manage, monitor and report the planning and operating of CS activities for daily and campaign periods.
4. Administrations
- Coordinate the processes related to DKSH supporting functions: Finance, Accounting, Legal, QA & QC, CCC...
- Build, lead, manage and report the process and status of all paperwork and documentations. Maintain high focus on payment-related recordings that may result in harming DKSH finance including payment terms, penalty terms, liquidations, net-off papers, invoices and financial reports