Operations Assistant at Softhills Limited

Key Responsibilities:

Customer Service Management:

• Supervise the Customer Service Team: Oversee the day-to-day activities of the customer service team to ensure efficient response times and high-quality service.
• Monitor Customer Interactions: Ensure that customer inquiries, complaints, and feedback are handled promptly and professionally.
• Handle Escalations: Address and resolve escalated customer service issues to maintain customer satisfaction.
• Team Training and Support: Assist in training new customer service representatives and improving team performance through feedback and support.

Logistics and Delivery Coordination:

• Manage Logistics Partners: Coordinate with delivery partners to ensure timely and accurate deliveries to customers across various regions.
• Track Deliveries and Resolve Issues: Monitor the status of deliveries, troubleshoot delays, and address any logistical issues that may arise.
• Optimize Delivery Processes: Work closely with logistics partners to streamline processes, reduce delays, and enhance customer delivery experiences.

Inventory Management:

• Track Inventory Levels: Monitor stock levels across different product lines and ensure sufficient inventory is available for order fulfillment.
• Coordinate with Suppliers: Communicate with suppliers to ensure timely restocking and prevent stockouts.
• Inventory Reporting: Maintain accurate records of inventory and generate regular reports to keep senior management updated on stock levels and turnover rates.
• Stock Audits: Conduct regular inventory audits to ensure accuracy and identify any discrepancies.

Process Improvement:

• Identify Operational Inefficiencies: Analyze current workflows in customer service, logistics, and inventory management to identify areas for improvement.
• Implement SOPs: Assist in creating and implementing standard operating procedures (SOPs) to enhance operational efficiency.
• Collaborate with Teams: Work closely with customer service, logistics, and other departments to ensure that processes are optimized for maximum productivity and quality.
• Continuous Improvement: Suggest and implement solutions to streamline operations, reduce errors, and improve customer experience.

Reporting and Data Management:

• Generate Regular Reports: Provide management with detailed reports on customer service metrics, logistics performance, and inventory status.
• Analyze Data: Use data to identify trends and potential issues in logistics, inventory, and customer service, and present actionable insights.

Cross-Departmental Coordination:

• Facilitate Communication: Act as a liaison between customer service, logistics, and inventory teams to ensure smooth operations.
• Project Management Support: Assist in managing special projects related to operations and business expansion, ensuring deadlines are met and processes are followed.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
• Experience: 1-3 years of experience in customer service management, logistics, inventory management, or operations roles (preferably in e-commerce or retail).
• Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word), Google Workspace, and inventory/order management software.
• Communication Skills: Strong written and verbal communication skills.
• Organizational Skills: Exceptional time-management and multi-tasking skills with attention to detail.
• Problem-Solving Skills: Ability to resolve logistical and customer service challenges efficiently.
• Team Leadership: Experience managing or coordinating teams in customer service or logistics.

Preferred Qualities:

• Proactive: Ability to anticipate needs and take initiative.
• Customer-Focused: Strong understanding of customer service best practices.
• Analytical: Capable of using data to identify trends and inform decision-making.
• Flexible: Comfortable working in a fast-paced, dynamic environment.

Benefits:

• Competitive salary.
• Opportunity for growth in a dynamic e-commerce environment.
• Work in a collaborative and fast-paced team.