Operations & Customer Experience Executive

7 days ago

Petaling Jaya, Malaysia HAPPY BUNCH Full time

**JOB DESCRIPTION**
At Happy Bunch, we consider Operations & Customer Experience essential to our success. We aim to surprise and delight, and you play an important role in making sure all the orders are in great condition and delivered on time, as a result, making customers happy and satisfied. This role will allow you to make a positive impact in customers’ lives and help Happy Bunch stand out from the crowd.We believe this is a demanding role that requires a broad skill set to succeed. Not only will you be directly responsible for orders to get to the right people at the right team, you will also work closely with internal teams (Marketing, Flower and Tech) as well as external partners to create a seamless and thoughtful gifting experience for customers.

**RESPONSIBILITIES**:
Take charge of managing & processing daily deliveries
- Manage and ensure orders are processed timely with the correct details
- Coordinate with logistics partner and ensure all orders are being dispatched and delivered on time
- Manage and optimise delivery costs
- Strategise, plan and implement measures to ensure smooth operations & deliveries, particularly during seasonal peak periods, i.e. Fridays, Valentine’s Day and Mother’s Day
- Review and verify relevant monthly invoices from logistics partners before passing to Finance team for processing

Champion customer experience
- Anticipate customers’ needs, go above and beyond to deliver delightful experiences consistently and at scale
- Dig deep to understand customer’s real pain points and root causes, propose plans to prioritise and address those issues

Drive business impact with data-driven insights
- Set up and maintain internal tracking to monitor Operations and Customer Experiences performance and identify trends / opportunities
- Identify, propose and implement initiatives to improve operational efficiency and customer experience across different touch points
- Assist in Sourcing and Procurement

**REQUIREMENTS**:

- No prior experience in floristry necessary
- A love for people, a strong sense of urgency, responsibility, focus and discipline
- Some experience in operations, supply chain, inventory management and customer service is a huge plus
- Highly organised, adaptive to changes and uncertainties, and loves putting processes in place to ensure everything runs like clockwork
- Ability to think quickly on one’s feet, resourcefulness and a desire to put everything in order
- Customer experience obsessed, taking pride in making every experience a memorable & delightful one for customers
- Ability to handle difficult customers/situations and convert a not-so-optimal experience to a wow experience
- Must have a positive attitude and be willing to learn, unlearn & get your hands dirty (literally)
- Have teamwork and curiosity

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