customer operations assistant

1 week ago

Jakarta, Jakarta, Indonesia Kanmo Group Full time

Customer Operations Assistant plays a crucial role in ensuring a smooth and satisfying online orders experience for all customers across our online channels (Marketplace, Web, and Store). This role is primarily focused on monitoring, supporting, and optimizing the order fulfillment and return processes to ensure operational efficiency and maintain high levels of customer satisfaction.

*Key Responsibilities*

  • Order Fulfillment & Monitoring:
  • Proactively monitor the status of all customer orders placed through various online channels (Web, Marketplace and Store to Store).

  • Liaise with the Warehouse, Store and Logistic teams to ensure accurate and timely dispatch of products.

  • Returns Management:

  • Monitor and manage the entire customer return and exchange process, from initial request to final resolution.
  • Coordinate with warehouse or store locations to confirm timely and accurate receipt of returned items.

  • Ensure all necessary documentation and system updates are completed to facilitate prompt customer refunds or exchanges.

  • Process Optimization & Performance:

  • Actively work to improve operational performance metrics, specifically focusing on reducing order cancellation rates and increasing On-Time Delivery SLA (Service Level Agreement) compliance.

  • Identify and report recurring issues in the order and return lifecycle to management for process improvement initiatives.

  • Customer Satisfaction Focus:

  • Prioritize customer satisfaction by effectively resolving order and return issues with a focus on reasonable effort and company capabilities.
  • Serve as an internal point of contact for customer service teams regarding complex operational inquiries.

*Requirements*

  • Data Proficiency: Strong working knowledge of Microsoft Excel or Google Sheets for data entry, tracking, reporting, and basic analysis (e.g., VLOOKUP, pivot tables).
  • Collaboration & Communication: Excellent collaboration thinking skills with the ability to effectively communicate and work cross-functionally with logistics, warehouse, customer service, and technology teams.
  • Problem-Solving Acumen: Proven problem-solving abilities to quickly and effectively address fulfillment or return issues, finding solutions that satisfy the customer while adhering to company policy.
  • Tech Savvy & Adaptability: Tech-savvy with the ability to quickly learn and navigate various e-commerce platforms, order management systems (OMS), and logistics tracking software.
  • Continuous Improvement Mindset: A proactive approach and commitment to continuous improvement, seeking ways to streamline existing processes and enhance operational efficiency.

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