E-commerce Operations Officer at Myrtle Management Consultants

Location: Lekki Phase I, Lagos

Job Description
Our client in the E-commerce sector urgently requires the services of a suitably qualified candidate to fill the position of an E-commerce Operations Officer who will maximize commercial performance whilst providing the best customer experience at all stages of the customer journey.

Responsibilities
Customer Service:

• To deal promptly and professionally with customer email and telephone enquiries.
• Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of the company in the customer’s mind and adhering to corporate terms & conditions.
• To investigate payment issues and monitor all orders for fraud.
• To liaise with the Finance Team in order to sort out any issues relating to refunds or returned items.
• Complete monthly reporting of customer service statistics, showing e-mail and order volumes.
• Produce templates that streamline processes and keep these updated.

Fulfilment & Stock:

•  Account manage assigned warehouse, overseeing invoicing processes and coordinating relevant training or stock management processes.
• To liaise as required with the online shop warehouses in order to resolve delivery issues and e-ticketing.
• To budget all fulfilment costs and ensure they are covered by pricing of delivery charges.
• To update stock batches as needed and process returns.
• Perform monthly stock takes with warehouse and reconcile any variances.
• Capturing and structuring of data to create product content for E-commerce website.
• Upload of data to the E-commerce website.
• Assist the Operations manager on all assigned duties.

Financial Processes:

• To ensure profit margins are maintained and targets achieved through keeping the shop optimized for sales.
• Interpret Profit & Loss, product sales and other reports to identify errors and provide insight into performance and ideas for resolutions / improvements.
• Complete full month end financial processes.
• Monitor ‘Dailies’ sales figures weekly and escalate any anomalies promptly.
• Work with Finance department to accurately process any chargebacks or refunds.

Products:

• To translate and update products descriptions and e-vouchers.
• Perform daily product updates and translate at least one new product every week.
• Communicate to warehouses any special requirements in relation to offers as necessary.
• Liaise with suppliers to resolve any customer complaints or issues as necessary.
• Work with other members of team to resolve content or booking issues and communicate any customer feedback to team.

Qualifications

• 1-2 years working experience in similar role.
• Must be fluent in English (written/spoken).
• Basic computing skills.
• Working knowledge of MS Office (knowledge of other software will be an added advantage).
• Customer service experience and the ability to deal with difficult customers is essential.
• Knowledge of e-commerce is highly advantageous.
• Previous experience of writing and translating content highly advantageous
• Self motivated and willing to work as part of a team.
• Excellent organizational skills and ability to prioritize.
• Ability to manage multiple tasks and deliver to deadlines.
• Team player with a sense of team spirit.

Remuneration
Remuneration is competitive