E-Commerce Operations Lead (On-site Operations)

MUJI Philippines Corp.; Makati; On-site; PHP 60,000 - 100,000; Full time

Job summary

MUJI Philippines Corp. seeks an E-commerce Operations Lead to manage daily on-site store order fulfillment, from picking and packing to delivery, while coordinating with warehouse and logistics to meet targets.

The role also handles customer inquiries via email and chat, and supports initiatives to boost fulfillment rate, FRT and resolution time. You will lead a team of MUJI associates, ensuring accurate fulfillment, and work with store ops and couriers to optimize Click & Collect and shipping

Qualifications

• Bachelor’s degree in Marketing, Office Administration or related field.
• Minimum 2 years of experience in e-commerce, customer service and/or store operations.

Responsibilities

• Lead day-to-day on-site e-commerce operations ensuring timely order fulfillment from picking and packing to delivery.
• Coordinate with store operations for Click & Collect orders and with logistics partners to ensure on-schedule shipping and delivery.
• Handle customer inquiries via email and chat, resolving complaints promptly and professionally.
• Process and assist corporate orders when confirmed.
• Contribute to improving team systems and processes to meet evolving business demands.

Skills

Customer service

Online reputation management

Analytical skills

Interpersonal skills

E-commerce knowledge

Team leadership

Education

Bachelor’s degree

Job description

JOB SUMMARY

The E-commerce Operations Lead will manage the day-to-day on-site operations of the online store, ensuring smooth and timely order fulfillment from picking and packing through to delivery. He/she will own the full order lifecycle, coordinating closely with warehouse and logistics functions to meet fulfillment rate and turnaround time targets. He/she will also handle customer communications via email and chat, responding promptly to inquiries and working to resolve complaints efficiently and professionally. Additionally, he/she will support broader efforts to improve key operational metrics such as fulfillment rate, first response time (FRT), and average resolution time.

DUTIES AND RESPONSIBILITIES

• Manages a team of MUJI retail associates that does the day-to-day operations of picking, packing, and preparing customer orders for fulfillment in a timely and accurate manner.
• Coordinates with store operations regarding fulfillment of Click & Collect orders.
• Coordinates with logistics/courier partners to ensure orders are shipped and delivered on schedule.
• Assists and resolves customer complaints, escalating where necessary.
• Processes and assists corporate orders once confirmed.
• Contributes to improving team systems and processes to meet the evolving demands of the business.

KPIs

• 100% Fulfillment Rate
• First Chat Response Time (1 minute or less)
• Average Resolution Time (less than 24 hours)
• Improve Online Customer Satisfaction Level

Work Schedule:

required to work during Saturdays, Sundays, and Public Holidays.

JOB SPECIFICATIONS

Education

with Bachelor's degree in Marketing, Office Administration and or other relevant courses

Work Experience

Minimum of one (2) year relevant experience in E-commerce, Customer Service and/or Store Operations.

Competencies / Training / Skills Required

• Customer Service and Online Reputation Management Skills
• Analytical Skills
• Good Communication and Interpersonal Skills
• Knowledgeable in E-commerce
• Team Leader