Assistant Manager - E Commerce and Customer Service

This role is responsible for managing the daily operations of e-commerce platforms to ensure smooth and efficient processes. The focus is on maintaining accurate product listings, pricing, promotional activities, and content updates. The position requires continuous monitoring of website performance, customer interactions, and order processing to quickly resolve any issues. Collaboration with multiple departments such as customer service, warehouse, logistics, IT, marketing, and accounts is vital to ensure effective order fulfillment, inventory management, and high levels of customer satisfaction. Additionally, the role involves supervising customer service channels, analyzing sales and website data to drive improvements, and ensuring compliance with company policies and standards.

Key Responsibilities

- Oversee daily e-commerce platform operations, ensuring product listings, pricing, promotions, and content are accurate and up to date.
- Monitor website performance, customer journeys, and order flows; promptly escalate issues to appropriate teams for resolution.
- Supervise customer service across email, chat, social media, and phone channels to guarantee timely responses and effective problem-solving.
- Coordinate with warehouse and logistics teams to ensure seamless order fulfillment, stock availability, and on-time delivery.
- Track inventory levels on e-commerce platforms and collaborate with relevant teams to reduce stock discrepancies.
- Prepare detailed reports on sales, customer service, and website performance for daily, weekly, and monthly management review.
- Analyze sales trends, customer feedback, and website metrics to identify areas for operational enhancement.
- Work closely with IT and ERP teams to support order processing, inventory synchronization, and resolve technical challenges.
- Manage marketplace operations including product uploads, order processing, customer inquiries, and performance tracking.
- Collaborate with marketing teams to implement campaigns, promotional activities, email marketing, and product launches.
- Monitor customer reviews, ratings, and complaints, ensuring corrective measures are taken to improve customer satisfaction.
- Support payment reconciliation efforts by coordinating with accounts and operations teams.
- Train and mentor customer service representatives and e-commerce executives on processes, policies, and customer handling standards.
- Ensure strict adherence to company policies, standard operating procedures (SOPs), and service standards across all e-commerce and customer service functions.

Required Qualifications

- Bachelor’s degree in Business Administration, Marketing, E-Commerce, or a related discipline.
- 3 to 5 years of experience in e-commerce, customer service, digital commerce, or online retail operations.

No preferred qualifications or benefits have been specified for this position.