An exciting e-Commerce Customer Fulfilment Manager (Retail) job has just become available at a global sports lifestyle retailer based in Malaysia. Reporting directly to Business Operations Director, this is a role for talents who are looking for regional exposure.

About the e-Commerce Customer Fulfilment Manager (Retail) Role:
In this business critical role, you are responsible for delivering best-in-class customer service experience for the customers, working closely with logistic partners to ensure all inquiries are responded according to company guidelines, work with supply chain team to manage end-to-end journey of order processing to delivery of the goods to the parcel to customers.

Key Responsibilities:

• Manage customer services, working with third parties to ensure that all enquiries are answered quickly, and first-class support is provided across all platforms (currently phone, email, and chat)
• Liaise with internal departments to ensure effective flow of information and issue resolution
• Manage the order administration process to ensure seamless data transfer between systems and minimise potential delay impacts to customers
• Develop and manage effective services and relationships with logistic providers and internal departments
• Review and refine third party service level agreements to ensure continuous fit for future purpose
• Understand customer barriers to purchase and feedback to relevant teams to understand how conversion can be improved
• Own Genysis and Zendesk integration and optimisation
• Build comprehensive chat FAQ to facilitate chat bot launch across all markets
• Maintain ongoing financial forecast/budget; review and approve monthly invoices allocating cost per market

To succeed in this e-Commerce Customer Fulfilment Manager (Retail) job, you will need to have the ability to work effectively and co-operatively with senior business development teams, across borders and internal matrix.

Key Requirements:

• Customer-focused with strong customer service and people management skills
• Experienced in e-commerce/retail or relevant industries
• Detailed understanding of local supply chains, well organised and procedure-driven
• Strategic thinker with strong planning and analytical skills
• Fluent in English and Mandarin/Cantonese, due to the nature of the role

The culture is demanding but if you are confident and have a can-do attitude the potential rewards are significant. The firm is also very focused on developing and training their people to the highest standards.

If you are driven, determined and want to take the next step in your career, this is the role for you. Great career progression opportunities await the right person in this exciting e-Commerce Customer Fulfilment Manager (Retail) job.

Apply today or email to beatrice.chin@robertwalters.com.my to discuss this new opportunity.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C