Ecommerce Operations Executive

Charles & Keith (Singapore) Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading E-commerce company in Singapore is seeking an Operations Executive to oversee order fulfilment and logistics. The successful candidate will manage inventory accuracy, coordinate with customer service, and support the Return Portal operations. This role demands strong analytical skills, a team player attitude, and proficiency in Excel and reporting tools. Ideal for those with a degree or diploma in relevant fields and 1-3 years experience in E-commerce or operations.

Qualifications

• 1–3 years of experience in E-commerce or Operations preferred.
• Strong understanding of order fulfilment cycles and e-commerce operations.
• Familiar with OMS/WMS systems; experience in SFCC/SFDC is a plus.

Responsibilities

• Monitor order flows across different systems.
• Coordinate with last-mile partners to resolve delivery issues.
• Prepare weekly and monthly operational reports.
• Support Return Portal operations.

Skills

Analytical skills

Problem-solving skills

Communication skills

Coordination skills

Multitasking

Education

Diploma or Degree in Business, Supply Chain, E-commerce

Tools

Excel

Power BI

Qlik Sense

Job description

Responsibilities

• Monitor order flows across SFCC, OMS, SFDC, and WMS to ensure orders move smoothly without delays
• Follow up with warehouse teams on picking, packing, and dispatch SLAs
• Manage exceptions such as stuck orders, split shipments, OMS holds, and stock discrepancies
• Track fulfilment rates and highlight risks early

Logistics & Delivery

• Coordinate with last‑mile partners to resolve delivery delays, RTS cases, and failed deliveries
• Support tracking setup, shipping label issues, and Parcel Perform updates
• Monitor shipping cost behaviour and escalate abnormal patterns

Inventory & Stock Management

• Work with the Inventory team on stock accuracy (SOH, ATP) and resolve mismatch issues
• Support stock cycle checks and stock recovery for unfulfillable orders
• Assist in pre‑allocation and replenishment planning for peak seasons

Customer Service Support

• Partner with CS to resolve escalations related to order delays, fulfilment issues, and product defects
• Ensure CS receives timely updates on warehouse performance and logistics issues
• Support SOP improvements to reduce avoidable CS enquiries (size, delivery status, cancellations, etc.)

Post‑Purchase Experience

• Support Return Portal operations (AfterShip / Return Helper / BRP)
• Track return trends, defect rates, and replacement shipments
• Assist in exchange‑first workflow setup to reduce return rates

Reporting & Analysis

• Prepare weekly and monthly operational reports (SLA, fulfilment rate, delay root causes, CPO impact)
• Analyse operational defects and provide root‑cause insights with corrective actions
• Support cost‑per‑order (CPO) tracking and warehouse productivity metrics

Process Improvement & Projects

• Participate in global and regional projects (Japan Go‑Live, US WH improvement, OMS upgrades, Return Portal)
• Assist in testing system changes (UAT), mapping workflows, and documenting SOPs
• Recommend opportunities for automation, efficiency, and cost reduction

Requirements

• Diploma or Degree in Business, Supply Chain, E‑commerce, or related fields
• 1–3 years of experience in E‑commerce or Operations preferred (retail, logistics, or warehouse background is an advantage)
• Strong understanding of order fulfilment cycles and e‑commerce operations
• Familiar with OMS/WMS systems; experience in SFCC/SFDC is a plus
• Analytical and detail‑oriented with strong problem‑solving skills
• Proficient in Excel (VLOOKUP, PivotTable) and comfortable with dashboards (Power BI, Qlik Sense)
• Able to multitask and manage deadlines in a fast‑paced environment
• Good communication and coordination skills across teams
• Proactive, responsible, and strong ownership of tasks
• Customer‑centric mindset with a strong sense of urgency
• Team player with a positive attitude and willingness to learn