eCom Operations Specialist

PERSOL; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in eCommerce operations is seeking an eCommerce Operations Specialist in Petaling Jaya, Selangor. This role involves monitoring order fulfilment, supporting merchandising and finance tracking, and collaborating with cross-functional teams to enhance the digital customer experience. Ideal candidates will have 2-4 years of experience in eCommerce operations and a relevant degree. Strong organisational, analytical, and communication skills are essential, along with familiarity with ticketing systems like Jira.

Qualifications

• 2–4 years of experience in eCommerce operations or digital operations.
• Strong understanding of eCommerce workflows including order lifecycle.
• Good financial discipline with experience in expense tracking.

Responsibilities

• Monitor daily order fulfilment and payment performance.
• Support e-merchandising activities and inventory management.
• Track and manage eCommerce operational expenses.
• Support UX/UI enhancement initiatives for brand.com.
• Monitor and report on consumer Net Promoter Score (NPS).

Skills

eCommerce operations

Financial tracking

Stakeholder management

Organisational skills

Analytical skills

Communication skills

Education

Degree in Marketing, Business, or Computer Science

Tools

Jira

ServiceNow

Job description

We are seeking an eCommerce Operations Specialist to support merchandising, operational, financial, and backend processes that ensure a seamless digital customer experience. This role plays a critical part in fulfilment operations, finance tracking, campaign readiness, and platform enhancement support across the eCommerce ecosystem.

You will work closely with the Digital Experience & eCommerce team and cross‑functional stakeholders to ensure smooth day‑to‑day eCommerce operations.

Location & Work Arrangement

• Location: Petaling Jaya, Selangor

• Working Days & Hours:

  • Monday – Thursday: 8:30 AM – 6:30 PM
  • Friday: 8:30 AM – 12:30 PM

Employment Type

• Contract role – 1 year (renewable)

Position Summary

We are seeking an eCommerce Operations Specialist to support merchandising, operational, financial, and backend processes that ensure a seamless digital customer experience. This role plays a critical part in fulfilment operations, finance tracking, campaign readiness, and platform enhancement support across the eCommerce ecosystem.

You will work closely with the Digital Experience & eCommerce team and cross‑functional stakeholders to ensure smooth day‑to‑day eCommerce operations.

Key Responsibilities

1. eCommerce Operations & Fulfilment Support

• Monitor daily order fulfilment, payment performance, and logistics SLAs with Logistic Service Partners (LSP) and Payment Service Providers (PSP).
• Troubleshoot fulfilment issues, payment errors, and operational blockers for brand.com by coordinating with relevant teams.
• Track operational funnel performance indicators (payment success rate, fulfilment SLA, delivery issues, etc.).
• Maintain operational dashboards covering fulfilment, finance, UX, and issue tracking.
• Conduct due diligence checks and support preparation for internal Risk & Control (R&C) reviews.

2. Merchandising Support & Inventory Management

• Support e‑merchandising activities, including product setup, price update coordination, and asset readiness.
• Ensure daily merchandising, inventory availability, and promotional mechanics are implemented on time.
• Manage Gift With Purchase (GWP) and material supplies inventory for fulfilment and campaign execution.

3. Finance & Budget Tracking

• Track and manage eCommerce operational expenses, including accruals, Goods Received (GR) submission, payment follow‑ups, reconciliation, and reporting.
• Support monthly and quarterly budget planning cycles, including forecast vs actuals and variance analysis.

4. Platform Support, UAT & Campaign Readiness

• Support UX/UI enhancement initiatives for brand.com, including journey checks, navigation feedback, bug identification, and ticket submission.
• Coordinate with Digital/IT teams and monitor issues until closure.
• Support UAT for campaigns, new product launches, and platform enhancements, validating fixes before deployment.
• Track post‑launch performance and ensure timely project delivery.

5. NPS & Customer Experience Management

• Monitor, analyse, and report on consumer Net Promoter Score (NPS) for digital channels.
• Identify root causes and work with customer service, marketing, and digital teams to drive improvement actions.
• Present NPS insights and trends in business reviews.
• Support consumer callback arrangements and tracking for the eCommerce team.

Requirements & Qualifications

• 2–4 years of experience in eCommerce operations, online fulfilment, website backend support, or digital operations.
• Strong understanding of eCommerce workflows including order lifecycle, payments, logistics, and issue resolution.
• Strong financial discipline with experience in expense tracking, reconciliation, and reporting.
• Good stakeholder management and cross‑functional collaboration skills.
• Strong organisational skills with high attention to detail and ability to prioritise tasks.
• Exposure to UAT, ticketing systems (Jira, ServiceNow), or Digital/IT processes is an advantage.
• Analytical mindset with basic dashboard or data interpretation skills preferred.
• Strong written and verbal communication skills.
• Degree in Marketing, Business, Computer Science, or a related field.