Online Operation Specialists

Role & responsibilities

1. Online Order & Fulfilment Operations

• Manage end-to-end execution of online orders from creation to final delivery
• Coordinate with PDC (warehouse) and logistics partners for timely dispatch and delivery
• Proactively track and resolve delayed, stuck, or misreported shipments
• Create, modify, or re-trigger deliveries and invoices in SAP

2. Customer Issue, Return & Replacement Ownership

• Own customer escalations related to wrong, damaged, or undelivered products
• 
  Initiate and track reverse pickups until closure
• Coordinate with Customer Care and vendors
• Ensure replacements and refunds follow proper validation and documentation

3. Vendor & Partner Coordination

• Engage with courier partners, warehouse teams, and service vendors
• Follow up and escalate SLA breaches professionally
• Maintain documentation of actions and escalations

4. SAP & Operational Accuracy

• Handle delivery creation, cancellations, and invoice corrections in SAP
• Resolve tax or value mismatches with finance teams

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• Ensure data consistency across SAP, courier systems, and customer communication

5. Stakeholder Communication

• Communicate clearly with internal stakeholders across SOL, PDC, Finance, and Customer Care
• Ensure accurate and timely customer communication
• Proactively flag high-risk or high-visibility cases to leadership

6. Continuous Improvement & Ownership Mindset

• Identify recurring operational and logistics issues
• Propose improvements to reduce repeat complaints and manual effort
• Support SOP documentation and process hygiene