We are a fast-growing modest fashion brand committed to delivering high-quality products and an exceptional shopping experience to our customers. We are looking for a highly organized and proactive Senior E-commerce Operations Supervisor to lead our online operations team.
The ideal candidate will be responsible for managing the end-to-end order fulfillment process, coordinating with shipping partners, overseeing inventory accuracy, reducing return rates, and ensuring an outstanding customer experience.
This role requires strong leadership, attention to detail, analytical thinking, and hands-on experience with e-commerce operations, preferably using Shopify.
Key Responsibilities
Lead and manage the E-commerce Operations team to ensure daily targets are achieved.
Supervise the daily fulfillment and shipping process for all online orders.
Coordinate with shipping companies and couriers to ensure timely deliveries.
Monitor shipment status and resolve delivery issues promptly.
Manage product returns, investigate return reasons, and communicate customer feedback to relevant departments.
Prepare daily, weekly, and monthly operational reports.
Register and update shipment records accurately on the system.
Receive cash collections from shipping companies and reconcile them with delivered orders.
Submit sales and returns reports to the Finance department.
Manage the receiving process for online inventory.
Oversee product inspection and quality checks before shipping.
Conduct periodic inventory counts and ensure inventory accuracy.
Report fast-moving products with low stock before stock-outs occur.
Work closely with Customer Service, Warehouse, Marketing, and Finance teams to improve operational efficiency.
Identify opportunities to improve fulfillment processes and customer satisfaction.
Key Performance Indicators (KPIs)
Daily order fulfillment and shipping speed.
Order accuracy.
On-time shipment rate.
Return rate reduction.
Inventory accuracy.
Timely reporting of low-stock fast-moving products.
Customer feedback collection and reporting.
Accuracy of sales, returns, and cash reconciliation.
Team productivity and operational efficiency.