E-commerce Specialist
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About the role
This role involves monitoring and managing customer orders across multiple e-commerce platforms including TikTok Shop, Lazada, Shopee, and the company's official website, while coordinating with warehouse, logistics partners, and internal teams to ensure efficient order fulfillment and customer satisfaction.
Key responsibilities
- Monitor and manage customer orders across all e-commerce platforms, ensuring order accuracy, status tracking, and completeness
- Process, prepare, and fulfill customer orders in a timely and efficient manner, coordinating with warehouse and logistics partners
- Manage returns, exchange requests, refunds, and returned parcels across all platforms
- Handle lost parcels, missing items, and delivery disputes by reporting to relevant platforms and submitting required evidence and documentation
- Coordinate with e-commerce service providers, livestream hosts, and platform partners on livestream schedules and promotional mechanics
- Monitor daily and monthly sales performance across all platforms and prepare basic sales and operational reports
- Handle customer inquiries, concerns, and complaints in a timely and professional manner
- Ensure compliance with platform policies, seller guidelines, and campaign requirements including setup of vouchers, discounts, bundles, and flash sales
- Maintain accurate product listings, pricing, stock availability, and promotional information
- Proactively identify operational risks such as order delays, abnormal return rates, lost parcels, or stock discrepancies and escalation as needed
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