• Application Deadline: Thu, 12 Jun 2025 00:00:00 GMT
• Position: Operations Officer, E-Commerce



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• City Victoria Island




• Job Field Media / Advertising / Branding  , Sales / Marketing / Retail / Business Development 
  
  

Job Summary

• The E-commerce Operations Officer is responsible for managing day-to-day operations of the online store, ensuring smooth order processing, inventory management, and customer satisfaction. 


• This role involves coordinating with various teams to optimize e-commerce processes and improve operational efficiency.

Duties & Responsibilities

• Oversee order fulfillment processes, including order confirmation, packaging, shipping, and delivery.


• Ensure timely updates of order status and resolve any order-related issues.


• Monitor stock levels and coordinate with the procurement team for replenishments.


• Maintain accurate inventory records and perform regular stock audits.


• Ensure website functionality and troubleshoot any technical issues in coordination with the IT team.


• Respond promptly to customer inquiries, complaints, and feedback via email, phone, or chat.


• Process returns, refunds, and exchanges in accordance with company policies.


• Work closely with delivery partners to ensure timely and accurate deliveries.


• Address and resolve any logistics issues that arise during the shipping process.


• Generate regular reports on sales performance, inventory status, and operational metrics.


• Use analytics to identify areas for improvement and propose solutions to enhance efficiency.


• Coordinate with marketing, sales, and customer support teams to ensure a seamless shopping experience.


• Assist in implementing promotional campaigns and website updates.


• Ensure all operations comply with company policies, industry standards, and legal requirements.

Key Performance Indicators(KPIs)

Your performance will be assessed every 3 months, with the following Key Performance Indicators (KPIs) taken into consideration:

Attitude to work:

• Positivity-Embrace a positive mindset, infusing enthusiasm into product listings and strategies to drive


• the online platform's success.


• Adherence to all Organization rules and policies.


• Discipline - level of discipline displayed on the job.

Order Fulfillment and Accuracy:

• Order Processing Time: Average time taken to process and ship orders.


• Order Accuracy Rate: Percentage of orders fulfilled without errors (e.g., wrong item, quantity, or address).


• On-Time Delivery Rate: Percentage of orders delivered within the promised timeframe.

Customer Service:

• Customer Satisfaction Score (CSAT): Feedback rating from customers on their shopping experience.


• First Response Time: Time taken to respond to customer inquiries or complaints.


• Return/Refund Processing Time: Time taken to process customer returns or refunds.

Platform Performance:

• Product Listing Accuracy: Percentage of listings with correct descriptions, pricing, and availability.


• Website Uptime: Percentage of time the e-commerce platform is operational.


• Cart Abandonment Rate: Percentage of customers who leave items in their cart without completing a purchase.

Logistics and Delivery:

• Delivery Cost per Order: Average cost incurred for order delivery.


• Delivery Incident Rate: Number of issues during delivery (e.g., lost or damaged items).


• Shipment Tracking Updates: Percentage of orders with timely and accurate tracking updates.

Sales and Performance Analytics:

• Revenue per Order: Average revenue generated per order.


• Conversion Rate: Percentage of website visitors who complete a purchase.


• Repeat Customer Rate: Percentage of customers making multiple purchases.

Overall Growth and Engagement:

• Traffic Growth: Increase in website or app visitors over time.


• Customer Retention Rate: Percentage of customers retained over a given period.


• Cost Per Acquisition (CPA): Average cost to acquire a new customer through various marketing channels.

Requirements

• Candidates should have an HND / Bachelor Degree / Master Degree with 2 - 3 years work experience.