Assistant Manager - E Commerce and Customer Service

SAPPHIRE FINISHING MILLS; Raiwind; On-site; PKR 2,000,000 - 2,700,000; Full time

Job summary

SAPPHIRE FINISHING MILLS is seeking an Assistant Manager for E-Commerce and Customer Service to oversee day-to-day online operations, drive superior customer experience, and align with logistics and IT teams. The role emphasizes accuracy in listings, pricing, and order flow across platforms.

You will supervise multi-channel customer support, coordinate campaigns with marketing, and generate regular performance reports to guide improvements.

Qualifications

• Bachelor's degree in Business Administration, Marketing, E-Commerce, or a related field.
• 3-5 years of experience in E-Commerce, Customer Services, Digital Commerce, or Online Retail Operations.

Responsibilities

• Manage day-to-day operations of e-commerce platforms with accurate listings, pricing, promotions, and content updates.
• Monitor website performance, customer journey, and order flow; escalate issues for timely resolution.
• Supervise customer service across email, chat, social media and phone channels.
• Coordinate with warehouse and logistics teams to ensure order fulfillment and on-time deliveries.
• Monitor inventory levels on e-commerce platforms and coordinate to minimize stock discrepancies.
• Prepare daily, weekly, and monthly sales, customer service, and website performance reports.
• Analyse sales trends and customer feedback to identify operational improvements.
• Coordinate with IT and ERP teams to support order processing and inventory synchronization.
• Manage marketplace operations including product uploads and customer queries.
• Coordinate with marketing for campaigns, promotions, and product launches.
• Monitor customer reviews and complaints; implement corrective actions.

Skills

E-commerce ops

Customer service mgmt

Data analysis

Team leadership

Education

Bachelor's degree in Business Administration/Marketing/E-Commerce

Tools

ERP systems

Job description

Assistant Manager - E Commerce and Customer Service

• Manage day-to-day operations of the e-commerce platforms, ensuring accurate product listings, pricing, promotions, and content updates.
• Monitor website performance, customer journey, and order flow, escalating issues to relevant stakeholders for timely resolution.
• Supervise customer service activities across email, chat, social media, and phone channels to ensure timely response and issue resolution.
• Coordinate with warehouse and logistics teams to ensure order fulfillment, stock availability, and on-time deliveries.
• Monitor inventory levels on e-commerce platforms and coordinate with relevant teams to minimize stock discrepancies.
• Prepare daily, weekly, and monthly sales, customer service, and website performance reports for management review.
• Analyze sales trends, customer feedback, and website metrics to identify operational improvement opportunities.
• Coordinate with IT and ERP teams to support order processing, inventory synchronization, and issue resolution.
• Manage marketplace operations, including product uploads, order processing, customer queries, and performance monitoring.
• Coordinate with marketing teams for campaign execution, promotional activities, email marketing, and product launches.
• Monitor customer reviews, ratings, and complaints, ensuring corrective actions are implemented to enhance customer satisfaction.
• Support payment reconciliation activities by coordinating with accounts and operations teams.
• Train and guide customer service representatives and e-commerce executives on processes, policies, and customer handling standards.
• Ensure compliance with company policies, SOPs, and service standards across all e-commerce and customer service activities.

Qualification

Bachelor's degree in Business Administration, Marketing, E-Commerce, or a related field.

Experience

3-5 years of experience in E-Commerce, Customer Services, Digital Commerce, or Online Retail Operations.