E-commerce Operations Analyst at Logistics Company

About Us

We are an Equal Opportunity Employer actively looking for an energetic and proactive E-commerce Operations Analyst to help with our operations.

Key Responsibilities

1. Ensure all issues with the company website and apps are noticed and reported in a timely manner.
2. Respond to all emails, phone calls, WhatsApp messages, social media engagements and live chat messages in real time or within 15 minutes from when they are sent.
3. Ensure real time status updates of all client requests across all 5 service areas.
4. Work with sales/marketing staff to convert prospects into actual and satisfied users.
5. Provide an exceptional customer experience to all clients – online, over the phone and in person.
6. Create tickets for all issues and track them until resolution.
7. Ensure accurate sorting and delivery of all items before expected delivery date.
8. Work hand in hand with other departments to purchase, update, process, ship, clear and deliver packages.
9. Coordinate and create all needed shipping documents for both imports and exports in a timely fashion ensuring all IATA and IAC guidelines are met.
10. Track shipment progress on third party sites until arrival at destination country.
11. Ensure received packages from remote offices are delivered to clients intact and as received.
12. Prepare a daily turnover report to upcoming shift and management on status of daily tasks.
13. Ensure all items in pending status are followed up on within a few hours from when they care created.
14. Provide timely updates to members on delayed shipments.
15. Ensure company phone WhatsApp number is used to broadcast company activities on a weekly basis.
16. Receive and process exports in a timely manner.
17. Flag suspicious activities and report to management for next steps.

Requirements

1. Bachelor’s degree in business, marketing, economics or related field.
2. Experience in customer service and social media management.
3. A commitment to excellent customer service.
4. Excellent written and verbal communication skills.
5. Superb interpersonal skills, including the ability to quickly build rapport with customers.
6. Experience using computers for a variety of tasks.
7. Competency in Microsoft applications: Word, Excel, PowerPoint and Outlook.
8. Able to work comfortably in a fast-paced environment.
9. Able to work with little to no supervision