E-Commerce Order Operations Executive

Key Responsibilities:

1. Monitor the daily online order flow and detect incidents early (undeliverable orders, "delivery unavailable", wrong pricing, order split/merge errors).

2. Conduct root-cause investigation — determine whether an issue stems from a data/configuration error or a system rule, then coordinate with IT/BA for resolution.

3. Manage 3PL and technical installation team performance: monitor SLAs, run escalations, and enforce penalties when targets are missed.

4. Configure operational settings such as delivery coverage setup, holiday store closures, and cart display — including UAT before go-live.

5. Pull and analyze operational data (Excel/Google Sheets), report anomalies, and propose process improvements.

6. Map operational process flows (BPMN) and write/maintain SOPs and QA checklists for recurring processes.

7. Conduct regular verbal communication and coordination in English with the expatriate manager regarding reporting, escalations, and daily operational decisions.

Requirements:

1. Minimum 2–3 years of experience in e-commerce operations, order processing, logistics coordination, or marketplace operations.

2. Real incident-handling experience — able to walk through at least one concrete example of leading a root-cause investigation and coordinating across teams to resolve it (not just escalating to a supervisor).

3. Able to communicate actively in spoken (verbal) English — will coordinate regularly and attend daily meetings with a foreign national direct manager (Vietnamese).

4. Strong in Excel/Google Sheets: pivot tables, filtering, VLOOKUP/XLOOKUP, and able to make decisions from data — not just data entry.

5. Understanding of operational data structure: how orders, products, stores, and delivery areas relate, and the keys linking them (no SQL required).

6. Understanding of the end-to-end online order lifecycle and basic web configuration (coverage setup, off-web, order split/merge).

7. Direct experience working with 3PL partners: monitoring SLAs, running escalations, and/or enforcing penalties.

8. Comfortable writing clear SOPs/checklists and verifying before go-live implementation.

Nice-to-Have

1. Familiarity with BPMN or other process-mapping tools (Lucidchart, Visio, draw.io).

2. Experience working with ticketing systems (Jira, Freshdesk, Zendesk) for incident tracking.

3. Direct negotiation experience with logistics vendors/partners on SLAs or contracts.

4. Experience working in a multinational environment or with foreign colleagues/managers.