Sales Support (O2O)

Job Overview

We are looking for an 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

Job Qualifications

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.