Operations Executive in E-commerce

2 weeks ago

Shah Alam, Malaysia Lapasar.com Full time

**This position is in charge of trouble-shooting & problem-solving various issues related to customer experience and order fulfillment. Any issues that can't be resolved by the customer service team will be escalated to you.**

This may include but is not limited to:

- Users facing technical issues with the system, which require contacting the user, understanding the issues, escalating it to the IT team and liaising with the IT team and user until the matter is resolved
- Special projects such as onboarding a large number of users or vendors
- User complaints that could not be resolved by the customer service team and require prolonged attention and problem-solving skills to resolved

Apart from trouble shooting, this role will assist various teams where needed, in any of the below tasks:
**Sourcing**
- Determine if inventory quantities are sufficient for needs, sourcing for more if necessary.
- Perform buying duties when necessary.
- Contact suppliers to schedule or expedite deliveries and to resolve shortages, missed or late deliveries, and other problems.
- Review requisition orders to verify accuracy, terminology, and specifications. check shipments when they arrive to ensure that orders have been filled correctly and that goods meet specifications.
- Locate suppliers, using sources such as catalogs, internet referrals, etc, and interview them to gather information about products to be ordered.
- Reviewing, comparing, analyzing, and approving products and services to be purchased.
- Maintaining good supplier relations and negotiating contracts.
- Researching and evaluating prospective suppliers.
- Following and enforcing the company’s procurement policies and procedures.
- Maintaining and updating supplier information such as qualifications, delivery times, product ranges, etc
- Executing the necessary processes, including sourcing and tender management, to improve upon the various frameworks for all categories.
- Ensure compliance with organization policies, in line with efforts to streamline the procurement processes across various environments. This includes e-procurement and master data vendor lists.
- Every RFQ response must have a minimum of 3 quotations within 3 working days and must benchmark the price against other online platforms such as Lazada, Shopee, and any other online vendors.

**TNB BQ**
- Any BQ from HQ should be updated in TNB Request & Broken Link sheets complete.
- The corporate Executive shall provide links for each item in the list and share information with the requester once it is done.
- BQ from the TNB Branch is considered as an offline request and should be updated in the Offline/Ad Hoc Sourcing Request sheet.

**Tickets (Sourcing / Negotiate)**
- Ensure each ticket is being resolved within 48 hours by sharing links with the requester.
- Contact the requester if there is insufficient information for any request.
- Ensure all problem cases are being reported to the Corporate Lead and the Management PIC depends on the request:

- Date of the order problem arising
- Exact problem
- Whether it has been resolved or not

**Tickets (Sourcing / Negotiate)**
- Ensure each ticket is being resolved within 48 hours by sharing links with the requester.
- Ensure each request received is recorded in the Offline/Ad Hoc Sourcing tracker.
- The corporate Executive shall contact the requester if there is insufficient information for any request received.
- Ensure all problem cases are being reported to the Corporate Lead and the Management PIC depending on the request

**Offline Order**
- Any offline order has to be updated in SME sheets.
- PO and DO need to be sent to the vendor within 2 days from the date the order came in.
- Fulfillment shall be informed of the delivery status to avoid any late GR.
- All sourcing requests must be processed according to the Sourcing SOP.

**Fulfillment**
- The Corporate Executive is responsible for supporting any replacement orders when necessary.

**Team & Project Management**
- Manage the given team or small group to deliver the set target and achieve it.
- To review the performance of the provided resource or person reporting to you.
- Hire or terminate subordinates should require
- Represent the team and company while meeting clients
- Be responsible for overall department KPI alongside the team lead
- Onboard new client successfully

**Communication Loop**

**Reporting**
- Weekly reporting has to be done twice a week which is on Monday and Thursday at 3 pm by WhatsApp and Excel.
- Ensure to prepare any other reports requested by the which could be bi-weekly, monthly, or ad-hoc reports.

**Ad-hoc Tasks**

Upon discretion of the Lead and consideration of the workload of the Corporate Executive, they may require the Corporate Executive to complete any sourcing or procurement-related tasks, for example, but not limited to:

- Answering chats or phone calls of clients or vendors and assisting them in solving their inquiries
- Vendor Calls
- Dispute resolu

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