E-Commerce Operations Manager at Aquantuo

• Are you passionate about customer service and operational excellence? Do you have experience leading teams and driving seamless service delivery? We are looking for an E-Commerce Manager to oversee front-end and back-end operations, manage shipping, enhance customer experience, and optimize systems to achieve company goals.

Job Description

Leadership and Oversight of Back-End Operations

• Oversee back-end operations related to the timely sorting, processing, and shipping of member packages, ensuring all shipments meet the expected delivery timelines.
• Monitor the shipping process from origin to final delivery, ensuring any delays, missing packages, or damage are escalated and resolved promptly.
• Serve as the primary point of contact for escalated back-end issues, working closely with the logistics, transport, and shipping teams to ensure smooth operations.
• Collaborate with the E-Commerce Lead to ensure efficient shipping and sorting processes are in place, reducing bottlenecks and improving operational flow.

Shipping Process and Monitoring

• Track and oversee all shipping activities, ensuring that member packages are processed efficiently and that any issues (delayed, lost, or damaged packages) are resolved quickly.
• Ensure the back-end team provides timely shipment updates in the system, and that follow-ups on Buy For Me (BFM) requests are completed on time

Customer Service and Member Relations

• Ensure front-end teams provide exceptional customer service through all communication channels, including phone calls, emails, and social media platforms such as WhatsApp, Instagram, Twitter, and Facebook.
• Oversee the management of  systems, ensuring they are used effectively by the front-end team to handle customer queries and manage daily operations.
• Monitor response times to ensure member queries are answered promptly and in line with set operational standards.
• Manage escalated customer issues, such as delayed shipments, lost or damaged packages, and ensure timely follow-up and resolution to maintain high levels of member satisfaction.
• Work with the front-end team to develop customer service strategies that promote a positive brand image and strengthen client relationships.
• Provide ongoing training to front-end staff on customer service best practices, system usage (Bitrix and 3CX), and new tools to ensure excellent service delivery.
• Develop strategies to enhance client retention and loyalty, focusing on personalized communication, quick problem resolution, and client engagement on social media platforms.

Cross-Functional Collaboration

• Foster strong collaboration with other departments, to ensure smooth operations and effective communication regarding package processing and shipments.
• Serve as the key liaison between front-end and back-end teams, ensuring that both sides are aligned and working together to provide seamless service to members.
• Ensure timely communication between the E-Commerce department and other relevant teams, updating them on escalated cases, shipment delays, and any other cross-departmental issues that may impact service delivery.

Team Leadership

• Lead, mentor, and develop the E-Commerce team, providing regular feedback and guidance to ensure high performance and continuous improvement.
• Oversee regular and quarterly performance assessments to evaluate individual and team performance against predefined KPIs and targets.
• Identify skill gaps within the team and collaborate with HR to organize training sessions to address them.
• Work with HR to identify staffing needs and lead the recruitment of new employees for both front-end and back-end operations.
• Ensure the proper onboarding of new team members, with role-specific training and guidance on company processes, customer service, and system usage 
• Oversee work schedules and shifts to ensure optimal coverage across the E-Commerce department, adapting to changing priorities.
• Performance Reporting and Management Communication
• Regularly generate and analyze reports on key performance metrics, such as shipping accuracy, customer service response times, and client retention rates.
• Provide the Country Manager and management with detailed reports, including:
• Shipping Performance Reports: Tracking on-time deliveries, escalated shipping issues (lost, damaged, missing items), and resolutions.
• Customer Service Reports: Detailing response times, customer satisfaction levels, and service performance based on Bitrix and 3CX data as well as google reviews and Customer feedback surveys
• Back-End Operations Reports: Summarizing sorting process efficiency, shipping bottlenecks, and overall operational performance.
• Escalation Reports: Documenting escalated member queries, particularly those involving shipping or damaged/lost packages, and their resolution timelines.
• Ensure all reports are accurate, timely, and provide actionable insights to support decision-making and improve E-Commerce operations
• Process Improvement and Operational Efficiency
• Lead Kaizen projects to identify and implement operational improvements within the E-Commerce department, particularly focused on reducing delays and enhancing shipping and customer service processes.
• Monitor the progress of active process improvement projects, ensuring deadlines are met, and that any barriers are addressed swiftly.
• Provide training on new processes and tools to both front-end and back-end teams, ensuring smooth adoption and operational efficiency.
• Ensure that all process changes, project plans, and documents accurately reflect current operations and are updated regularly.
• Collaborate closely with the Business Process Solutions (BPS) department to analyze existing workflows and identify opportunities for process automation, streamlining, and enhanced efficiency.
• Work with BPS to implement process optimization initiatives that enhance both front-end and back-end operations, ensuring that all process changes are communicated effectively to the relevant teams.

Qualifications:

• Bachelor's degree in Business Administration, E-Commerce, Logistics, or related field.
• Minimum of 3 years of experience in E-Commerce operations, logistics, or supply chain management.
• Experience working in a logistics firm is an advantage.
• Strong knowledge of E-Commerce platforms, customer service systems, and logistics operations.
• Proficiency in Bitrix and 3CX platforms, or similar systems.
• Excellent leadership, team management, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work cross-functionally with multiple teams.
• Exceptional communication skills, both verbal and written.
• Ability to manage high-pressure situations and resolve issues efficiently.
• Experience with Kaizen and process improvement methodologies is a plus.