Assistant Manager Customer Support & Operations

Golden Pearl Cosmetics (Pvt) Ltd.

Lahore , Pakistan

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Posted 9 hours ago 4 views Report Job

Job Title: Asst Manager Operations & Customer Support (E-Commerce)

Department: E-Commerce Operations

Position Overview We are seeking an experienced, process-driven Assistant Manager Operations & Customer Support to oversee and synchronize our end-to-end e-commerce fulfillment cycle. In this hybrid leadership role, you will hold direct responsibility for two critical business pillars: Warehouse & Order Fulfillment Operations (picking, packing, inventory accuracy, and financial/payment reconciliations) and the Customer Support Division The ideal candidate bridges physical supply chain execution with customer retention, ensuring orders ship accurately and rapidly while maintaining high customer satisfaction (CSAT) and tight inventory-financial control. Key Responsibilities 1. Warehouse & Inventory Operations

Order Fulfillment & Dispatch: Supervise day-to-day warehouse workflows—including order processing, picking, packing, quality control, courier handovers, and bulk dispatches to achieve strict same-day/next-day dispatch SLAs.
Inventory Control: Maintain stock accuracy across physical warehouses and digital channels (Shopify, ERP, Amazon, etc.). Conduct cycle counts, lead periodic physical inventory audits, and minimize stock shrinkage, damages, or discrepancies.
Returns & Reverse Logistics: Oversee the returns (RTO) verification workflow, ensuring returned goods are promptly inspected, restocked, or marked as damaged.
Carrier & 3PL Management: Manage relationships, performance metrics, and service agreements with courier/shipping partners to optimize delivery times and reduce delivery failure rates.
COD & Gateway Reconciliation: Reconcile cash-on-delivery (COD) disbursements from logistics partners and automated settlements from online payment gateways against completed orders.
Financial Auditing: Identify discrepancies, investigate pending or withheld remittances, and partner with the finance department to resolve mismatched balances.
Refunds & Chargebacks: Maintain an orderly tracking mechanism for order refunds, canceled transactions, and chargeback claims.

2. Customer Support Management

Team Leadership & Performance: Direct and mentor the customer support team handling live chat, email, phone, and social media channels (pre-purchase inquiries, order status, complaints).
SLA & Quality Assurance: Establish and monitor performance benchmarks: First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT/NPS).
Escalations & Conflict Resolution: Directly resolve high-priority escalations regarding late deliveries, damaged items, lost shipments, or refund issues.
Feedback Loop: Analyze customer ticket trends and share operational feedback with marketing, product, and tech teams to reduce recurring fulfillment errors.

Qualifications & Requirements

Experience: 3 to 5 years of progressive experience in e-commerce operations, with at least 2 years in a managerial or team-lead role overseeing fulfillment, inventory, and customer support teams.
Systems Proficiency: Hands-on experience with:
E-Commerce Platforms & ERPs (e.g., Shopify, WooCommerce, SAP, NetSuite, or Odoo).
Warehouse Management Systems (WMS) & inventory tracking tools.
Customer Service Desk software (e.g., Zendesk, Gorgias, Freshdesk, or Zoho Desk).
Advanced Microsoft Excel / Google Sheets skills (VLOOKUP/XLOOKUP, Pivot Tables for financial reconciliation).
Operational Knowledge: Thorough understanding of courier COD cycles, 3PL logistics, reverse logistics, and multi-channel inventory syncing.
Leadership & Problem Solving: Demonstrated ability to manage frontline warehouse workers as well as support desk representatives; strong conflict-resolution skills.

Pay: Rs150,000.00 - Rs200,000.00 per month Work Location: In person