Operations Officer, E-Commerce at Mopheth Group

Job Summary

• The E-commerce Operations Officer is responsible for managing day-to-day operations of the online store, ensuring smooth order processing, inventory management, and customer satisfaction. 
• This role involves coordinating with various teams to optimize e-commerce processes and improve operational efficiency.

Duties & Responsibilities

• Oversee order fulfillment processes, including order confirmation, packaging, shipping, and delivery.
• Ensure timely updates of order status and resolve any order-related issues.
• Monitor stock levels and coordinate with the procurement team for replenishments.
• Maintain accurate inventory records and perform regular stock audits.
• Ensure website functionality and troubleshoot any technical issues in coordination with the IT team.
• Respond promptly to customer inquiries, complaints, and feedback via email, phone, or chat.
• Process returns, refunds, and exchanges in accordance with company policies.
• Work closely with delivery partners to ensure timely and accurate deliveries.
• Address and resolve any logistics issues that arise during the shipping process.
• Generate regular reports on sales performance, inventory status, and operational metrics.
• Use analytics to identify areas for improvement and propose solutions to enhance efficiency.
• Coordinate with marketing, sales, and customer support teams to ensure a seamless shopping experience.
• Assist in implementing promotional campaigns and website updates.
• Ensure all operations comply with company policies, industry standards, and legal requirements.

Key Performance Indicators(KPIs)
Your performance will be assessed every 3 months, with the following Key Performance Indicators (KPIs) taken into consideration:
Attitude to work:

• Positivity-Embrace a positive mindset, infusing enthusiasm into product listings and strategies to drive
• the online platform's success.
• Adherence to all Organization rules and policies.
• Discipline - level of discipline displayed on the job.

Order Fulfillment and Accuracy:

• Order Processing Time: Average time taken to process and ship orders.
• Order Accuracy Rate: Percentage of orders fulfilled without errors (e.g., wrong item, quantity, or address).
• On-Time Delivery Rate: Percentage of orders delivered within the promised timeframe.

Customer Service:

• Customer Satisfaction Score (CSAT): Feedback rating from customers on their shopping experience.
• First Response Time: Time taken to respond to customer inquiries or complaints.
• Return/Refund Processing Time: Time taken to process customer returns or refunds.

Platform Performance:

• Product Listing Accuracy: Percentage of listings with correct descriptions, pricing, and availability.
• Website Uptime: Percentage of time the e-commerce platform is operational.
• Cart Abandonment Rate: Percentage of customers who leave items in their cart without completing a purchase.

Logistics and Delivery:

• Delivery Cost per Order: Average cost incurred for order delivery.
• Delivery Incident Rate: Number of issues during delivery (e.g., lost or damaged items).
• Shipment Tracking Updates: Percentage of orders with timely and accurate tracking updates.

Sales and Performance Analytics:

• Revenue per Order: Average revenue generated per order.
• Conversion Rate: Percentage of website visitors who complete a purchase.
• Repeat Customer Rate: Percentage of customers making multiple purchases.

Overall Growth and Engagement:

• Traffic Growth: Increase in website or app visitors over time.
• Customer Retention Rate: Percentage of customers retained over a given period.
• Cost Per Acquisition (CPA): Average cost to acquire a new customer through various marketing channels.

Requirements

• Candidates should have an HND / Bachelor Degree / Master Degree with 2 - 3 years work experience.