Assistant Manager - E Commerce and Customer Service

SAPPHIRE FINISHING MILLS · Rāiwind, Kasur, Kasur; Kasur District; Punjab, Pakistan

Assistant Manager - E Commerce and Customer Service

• Manage day-to-day operations of the e-commerce platforms, ensuring accurate product listings, pricing, promotions, and content updates.
• Monitor website performance, customer journey, and order flow, escalating issues to relevant stakeholders for timely resolution.
• Supervise customer service activities across email, chat, social media, and phone channels to ensure timely response and issue resolution.
• Coordinate with warehouse and logistics teams to ensure order fulfillment, stock availability, and on-time deliveries.
• Monitor inventory levels on e-commerce platforms and coordinate with relevant teams to minimize stock discrepancies.
• Prepare daily, weekly, and monthly sales, customer service, and website performance reports for management review.
• Analyze sales trends, customer feedback, and website metrics to identify operational improvement opportunities.
• Coordinate with IT and ERP teams to support order processing, inventory synchronization, and issue resolution.
• Manage marketplace operations, including product uploads, order processing, customer queries, and performance monitoring.
• Coordinate with marketing teams for campaign execution, promotional activities, email marketing, and product launches.
• Monitor customer reviews, ratings, and complaints, ensuring corrective actions are implemented to enhance customer satisfaction.
• Support payment reconciliation activities by coordinating with accounts and operations teams.
• Train and guide customer service representatives and e-commerce executives on processes, policies, and customer handling standards.
• Ensure compliance with company policies, SOPs, and service standards across all e-commerce and customer service activities.

Qualification

Bachelor's degree in Business Administration, Marketing, E-Commerce, or a related field.

Experience

3-5 years of experience in E-Commerce, Customer Services, Digital Commerce, or Online Retail Operations.