Ecommerce Operations Executive

charleskeith; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

Charles & Keith is seeking an ECommerce Operations Executive to manage end-to-end order processing, logistics, and post-purchase experiences across markets. You will orchestrate OMS workflows, warehouse coordination, and inventory accuracy while partnering with CS, Finance, IT, and local market teams to sustain high service levels.

The role emphasizes process improvements, automation opportunities, and data-driven decisions to optimize cost-per-order and delivery performance.

Qualifications

• Diploma or degree in Business, Supply Chain, or E-commerce.
• 4–5 years of experience in Ecommerce or Operations.
• Strong understanding of order fulfilment cycles and Ecommerce operations.
• Familiar with OMS/WMS; SFCC/SFDC is a plus.
• Proficient in Excel and dashboards (Power BI, PivotTable).

Responsibilities

• Monitor order flows across SFCC, OMS, SFDC, and WMS to ensure smooth orders.
• Follow up with warehouses on picking, packing and dispatch SLAs.
• Coordinate last-mile delivery issues and tracking setup.
• Support stock accuracy, pre-allocation, and replenishment planning.
• Collaborate with CS to resolve order delays and defects.
• Prepare weekly/monthly operational reports and analyze root causes.

Skills

Analytical ability

Communication

Multitasking

Team player

Ownership

Education

Business/Commerce degree

Supply Chain / E-commerce

Tools

SFCC/SFDC

OMS

WMS

Excel

Power BI

Job description

We're on the lookout for individuals who are passionate about fashion, think outside the box, and have an eye for innovation.

Unleash your potential with us, and join us as we create joy and excitement in our global community to empower people to express themselves freely through fashion.

The ECommerce Operations Executive supports the end-to-end operational workflow for CK.COM across multiple markets. This role ensures smooth daily operations from order creation to delivery, covering OMS processes, warehouse coordination, inventory alignment, logistics performance, customer service support, and post-purchase journey optimization. This role will work closely with cross-functional teams, such as Warehouse, Logistics, CS, Finance, IT (SFCC/SFDC/OMS), and Local Market Teams, to maintain high service levels, reduce operational defects, and enhance the overall customer experience.

Responsibilities:

Daily Operations & Order Management:

• 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 elevate 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 (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
• 4 - 5 years of experience in ECommerce or Operations preferred (retail, logistics, or warehouse background is an advantage)
• Strong understanding of order fulfilment cycles and ECommerce 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