E-commerce Support Executive at ESOSA Food System

Role Overview

• We are looking for a proactive and detail-oriented E-commerce Operations Assistant to support our growing online business. This role is essential in managing daily order processing, coordinating deliveries, and ensuring seamless communication between our team and customers. You will play a key role in ensuring timely, accurate, and delightful customer experiences.

Key Responsibilities

ORDER MANAGEMENT

• Monitor and process online orders via platforms such as WhatsApp, Google Forms, Shopify, or similar.
• Maintain accurate records of all orders and update order statuses in real time.
• Confirm order details with customers when necessary.

FULFILLMENT COORDINATION

• Coordinate with dispatch riders or logistics partners to ensure timely and accurate deliveries.
• Track delivery performance and troubleshoot any delays or issues.

CUSTOMER SERVICE

• Respond promptly to customer inquiries via WhatsApp, phone, or email.
• Provide order updates and resolve any complaints or delivery concerns politely and efficiently.

PAYMENTS & RECONCILIATION

• Track completed payments using tools like Paystack, VPay or bank transfer logs.
• Work with the Accounts team to reconcile daily/weekly sales records.

REPORTING & PROCESS IMPROVEMENT

• Generate basic order and delivery reports using Excel, Google Sheets or similar tools
• Provide feedback on operational challenges and suggest areas for improvement.

Requirements

• 1–2 years of experience in e-commerce, customer service, or logistics support is preferred.
• Strong digital literacy (Google Sheets, WhatsApp for Business, basic Excel).
• Good communication and interpersonal skills.
• Highly organized and dependable under pressure.
• Familiarity with tools like Paystack, Shopify, or Shipday is an advantage.