Senior / Executive, Ecommerce Operations (2years Contract)

Position Summary

The Online Operations Executive will report to the Head of Insights and Operations (Online) and play a key role in ensuring seamless execution of critical day-to-day eCommerce operations for Samsung.com and key marketplaces. This role involves managing order fulfillment, stock availability, refunds, customer support processes, and vendor coordination while tracking key operational KPIs.

Role and Responsibilities

Order Management:  Oversee daily order processing and fulfillment activities, ensuring timely delivery and minimizing delays or cancellations.

Inventory Management: Manage inventory control processes, including monitoring stock levels, handling out-of-stock (OOS) issues, and coordinating replenishment with the product business units

Customer Support: Collaborate with Customer Service team to resolve payment-related and manage customer requests on order refunds, cancellations.

Trade-in Management: Drive successful trade-in program execution by resolving customer issues efficiently and collaborating closely with vendors to address challenges such as device validation errors, incomplete submissions, and payment discrepancies.

Vendor Billing and SLA Management: Validate vendor invoices, reconcile transactions, and ensure compliance with service-level agreement to prevent billing discrepancies.

Process Improvement and Support: Identify process gaps and recommend improvements to streamline operations and reduce errors.

Fraud and Risk Governance: Support fraud detection processes by flagging operational anomalies and collaborating with relevant teams for resolution.

Skills and Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field.
• Minimum 2-3 years of experience in eCommerce operations, order fulfillment, or vendor management.
• Strong problem-solving and organizational skills with the ability to multitask in a fast-paced environment.
• Proficiency in eCommerce tools and platforms, as well as order management systems (OMS), inventory management software, and data reporting.
• Excellent attention to detail and communication skills to collaborate with cross-functional teams.

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