Omnichannel Staff

WILCON DEPOT, INC.; Philippines; On-site; PHP 201,000 - 324,000; Full time

Job summary

WILCON DEPOT, INC. is seeking an Omnichannel Staff (Operations) to support our online and marketplace activities across stores and internal teams.

You will coordinate orders, manage marketplace operations (Shopee, Lazada, TikTok Shop), monitor customer conversions, and prepare performance reports, helping optimize omnichannel workflows. The role requires proactive coordination, attention to detail, and the ability to work cross-functionally with sales, logistics, and customer service teams.

Responsibilities

• Assist stores in processing and fulfilling online orders.
• Handle order-related concerns, integration issues, invoice printing, and fulfillment coordination.
• Coordinate with stores, warehouse, and internal teams for order resolution.
• Manage marketplace activities in Shopee, Lazada, and TikTok Shop.
• Upload SKUs, update pricing, inventory, campaigns, vouchers, and product content.
• Monitor marketplace compliance, customer chats, reviews, and operational performance.
• Monitor abandoned, pending, and canceled orders.
• Assist customers in completing purchases and resolving order concerns.
• Support CRM-endorsed customer concerns and order completion.
• Prepare marketplace and operational reports.
• Monitor sales, traffic, conversion, campaign performance, and customer behavior metrics.
• Maintain trackers, reports, and operational documentation.
• Assist in testing, process improvements, and ad hoc marketplace/e-commerce tasks.
• Support overall omnichannel and marketplace operational initiatives.

Job description

Core Responsibilities

1. Order Coordination & Store Support

• Assist stores in processing and fulfilling online orders.
• Handle order-related concerns, integration issues, invoice printing, and fulfillment coordination.
• Coordinate with stores, warehouse, and internal teams for order resolution.

2. Marketplace Operations

• Manage marketplace activities in Shopee, Lazada, and TikTok Shop.
• Upload SKUs, update pricing, inventory, campaigns, vouchers, and product content.
• Monitor marketplace compliance, customer chats, reviews, and operational performance.

3. Customer Support & Conversion

• Monitor abandoned, pending, and canceled orders.
• Assist customers in completing purchases and resolving order concerns.
• Support CRM-endorsed customer concerns and order completion.

4. Reporting & Monitoring

• Prepare marketplace and operational reports.
• Monitor sales, traffic, conversion, campaign performance, and customer behavior metrics.
• Maintain trackers, reports, and operational documentation.

5. Other Operational Support

• Assist in testing, process improvements, and ad hoc marketplace/e-commerce tasks.
• Support overall omnichannel and marketplace operational initiatives.

Omnichannel Staff (Operations)Job DescriptionLink:https://docs.google.com/docume...