E-Commerce Specialist (Operations & Customer Service)

About Nexus

Nexus is a forward-thinking marketing services agency under Linkage Group, dedicated to providing clients with comprehensive marketing solutions. We specialize in areas such as Social Media Marketing, On-the-Ground Events & Activations, E-Commerce, and Market Research. Our mission is to deliver results-driven campaigns that meet client objectives and push the boundaries of innovation.

About the Role

The E-Commerce Specialist (Operations & Customer Service) will be pivotal in ensuring the seamless execution and management of our clients’ e-commerce operations. This role involves optimizing order fulfillment processes, managing customer service, and ensuring that our e-commerce platforms run efficiently and effectively. Reporting directly to the Nexus General Manager / Head of Marketing Services, the E-Commerce Specialist will ensure smooth coordination between strategy and execution across various digital commerce channels.

Responsibilities

• Operations: Oversee the daily operations of e-commerce platforms, ensuring that all orders are fulfilled on time. This includes managing stock availability, order processing, dispatch, and logistics.
• Customer Service: Directly manage and handle all customer service inquiries and complaints, ensuring quick and effective resolution.

Objectives / Key Outcomes

• Fulfillment: Ensure that orders are fulfilled accurately and on time, maintaining a high standard of order processing and timely dispatch.
• Returns: Minimize returns by optimizing product listings, refining shipping processes, and providing excellent customer service to address any issues proactively.
• Inventory: Maintain effective inventory management to ensure stock levels are balanced and aligned with demand, proactively adjusting as needed based on sales forecasts.

Qualifications

• 2+ years of experience in e-commerce operations or customer service within a creative agency or e-commerce environment.
• Familiarity with popular e-commerce platforms such as Lazada, Shopee, Grab, FoodPanda, TikTok Shop, Shopify, and Affiliate Programs.
• Strong organizational and time management skills with the ability to juggle multiple tasks effectively.
• Proven experience in customer service management and issue resolution.
• Ability to thrive in a fast-paced, start-up environment with flexibility to take on various roles and responsibilities.

Nexus is looking for an individual with a passion for e-commerce and operational excellence. If you're driven to improve processes and deliver top-notch service, we'd love to hear from you!

Job Type: Full-time

Benefits

• Company events
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person