22 Oct
Wesource Business Solutions
Gandhinagar
We are looking for an Ecommerce (Back End) Operations Manager to drive continued growth in the US and UK market by focusing on optimizing our operations as we scale, with a focus on DTC order processing, customer service, secondary transportation, and inventory management.
Reporting Manager: Sr. Director of E-commerce and Marketing
The ideal candidate will possess a blend of strong analytical skills, problem solving mindset, and cross functional management skills allowing them to create and implement strateiges to improve our E-commerce operations.
Key Responsibilities :
Order Fulfillment :
- Oversee order fulfillment process for timely and accurate delivery
- Oversee all transactions in the system to ensure compliance with processes including credit notes, returns, reshipments, etc.
- Partner with US Warehouse team to optimize logistics and fulfillment process
- Partner with the Customer Service team to resolve any issues with order fulfillment
- Partner with the IT team to identify optimizations and automations to the order fulfillment workflows between Odoo and Shopify
- Manage all IT-related projects and enhancements to order fulfillment process
- Support direct reports with order processing as needed during high volume sale periods
Customer Service
- Oversee day-to-day management of customer service tickets
- Handle escalations with appropriate resolution management solutions
- Monitor and report on key customer service KPIs including first response rate, resolution time, customer satisfaction ratings, etc
- Monitor and report on metrics related to returns, claims, missshipments, lost shipments, etc.
- Identify trends in customer feedback and implement solutions to improve the customer experience
Secondary Transportation:
- Reconciling courier bills monthly to track and ensure shipping costs are in line with our plan
- Partner with courier companies to resolve any discrepancies in shipping costs or service levels
Inventory Management :
- Manage inventory technology systems to ensure accurate on site inventory
- Follow up with Demand Planning team to ensure timely shipment of products from the factory
- Communicate shipment arrivals and share updated inbound tracking reports with Marketing team
PO Creation:
- Oversee all PO creations for ecommerce related transactions in the system
Resource Planning and Management:
- Develop and execute strategies for managing resources effectively during peak periods to handle increased order volumes and customer interactions
- Coordinate with Marketing and Warehouse teams to ensure appropriate staffing levels and operational support during high-traffic events promotions
Team Leadership and Development :
- Lead and mentor direct reports, providing guidance and solutions
- Conduct regular performance reviews and implement training programs to develop a high performing team
- Foster a collaborate and productive team environment
Performance Monitoring and Reporting :
o Monitor and analyze KPIs to assess and optimize order fulfillment process
o Create and present weekly and monthly reports on Operations, providing actionable insights
o Continuously evaluate and improve e-commerce processes to enhance efficiency, accuracy,
and customer satisfaction
o Implement best practices and stay up to date with industry trends and technologies
o Oversee the use of current technology systems, backend system integrations, apps, and other tools that optimize day-to-day operations
o Recommend and initiate optimizations that drive operational efficiencies
Requirements:
- Bachelor’s degree in Business Administration, E-commerce, Supply Chain Management, or a related field
- 5+ years of proven experience in DTC e-commerce operations and customer service
- 3+ years of experience managing direct reports and leading cross-functional projects
- Excellent proficiency in Excel
- Excellent organizational and problem-solving skills
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and leadership skills
- Experience with Shopify a plus
- Experience with Odoo a plus
Working Conditions:
· This position is fully remote and overseas our operations in the USA and UK
· Working hours will be 4 pm to 1 am IST
▶️ Ecommerce (Back-End) Operations Manager
🖊️ Wesource Business Solutions
📍 Gandhinagar