Sales Support (O2O)

Job Overview

We are looking for a Sales Support O2O to join our growing family. This position is essential for ensuring that the online store operates efficiently, orders are processed accurately, and customers receive a seamless shopping experience. Their contributions are crucial to the success of the e-commerce arm of a fashion retail business.

Responsibilities

1. Order Processing: Handle and process online customer orders, ensuring accuracy in product selection, pricing, and shipping information.
2. Inventory Management: Monitor and manage e-commerce inventory levels, coordinating with the merchandising and logistics teams to maintain adequate stock levels.
3. Product Data Management: Update and maintain product information, including descriptions, images, prices, and availability, on the e-commerce website.
4. Content Management: Ensure that all content on e-commerce, including product descriptions and images, is accurate, up-to-date, and aligned with the brand's style and tone.
5. Customer Support: Respond to customer inquiries and resolve issues related to online orders, returns, and shipping, providing excellent customer service.
6. Shipping and Fulfillment: Coordinate branch store teams to ensure that orders are packed, shipped, and delivered on time, and track order shipments.
7. Payment Processing: Manage online payment gateways, process refunds when necessary, and ensure secure and efficient payment processing for customers.
8. Returns and Refunds: Handle returns and refunds according to company policies, including managing return authorizations and processing refunds promptly.
9. Data Entry: Accurately enter and update data related to online orders, inventory levels, and customer information in the e-commerce system.
10. Reporting: Generate and analyze reports related to e-commerce sales, customer inquiries, and website performance to provide insights for decision-making.
11. Compliance: Ensure that the e-commerce platform complies with legal and regulatory requirements, including data privacy and consumer protection laws.
12. Collaboration: Work closely with cross-functional teams, including merchandising, marketing, and customer service, to coordinate e-commerce operations.
13. Promotions and Campaigns: Assist in planning and executing online sales promotions, marketing campaigns, and special offers.

Requirements

1. Educational Background: A bachelor's degree in business administration, e-commerce, marketing, or a related field is often preferred.
2. Experience: Min. 1 year of experience in e-commerce, retail, or administrative roles is beneficial.
3. Technical Skills: Familiarity with e-commerce platforms (e.g., Shopee/Tokopedia/Tiktok Shop, etc.).
4. Customer Service Skills: Strong customer service and communication skills to interact effectively with customers, addressing inquiries and resolving issues.
5. Attention to Detail: Meticulous attention to detail to ensure accuracy in order processing, data entry, and content management.
6. Adaptability: The ability to adapt to changing e-commerce trends, technologies, and workload.
7. Problem-Solving: Effective problem-solving skills to address customer issues and resolve technical website-related challenges.
8. Organizational Skills: Strong organizational abilities to manage multiple tasks, prioritize work, and meet deadlines.
9. Team Player: A collaborative attitude and willingness to work closely with various departments to support e-commerce operations.