Store & E-Commerce Operations Specialist
Basic Salary : RM3000 - RM4000 Per month
9am - 6pm (Mon - Friday)
What is the role about
This role is responsible for managing and coordinating the operations of the D2C Staff Shop channels, both offline and online, ensuring accurate sales processing, inventory management, catalogue maintenance, customer service excellence, reporting compliance, and effective collaboration with Supply Chain, Marketing, Finance, HR, and IT teams to deliver a seamless employee shopping experience.
Scope of work:
- Contribute to the stabilization of D2C offline staff shop system migration to MARS.
- Ensure timely and accurate sales posting in MARS / SAP for both D2C online & offline staff shop channels each month.
- Coordinating the operations of D2C online & offline sales to all staff in Malaysia.
- Aligning with supply chain team in MY on ways of working to support fulfillment.
This role is responsible for the below tasks:
Serving in the offline staff shop
- Coordinate stock delivery to staff shop.
- Receiving, displaying and organizing stocks in physical staff shop.
- Ensuring the sales floor is organized according to established guidelines.
- Maintaining in-depth knowledge of store items for advice and recommendations.
- Assisting customers (staffs) in locating desired purchase items.
- Verifying employee staff pass prior to purchase, as a control measure for account validity.
- Processing customer payments using the shop's Point of Sale (MARS) system.
- Performing regular price audits to identify and correct price discrepancies.
- Performing monthly inventory checks, stock reservation and reconciliation.
- Performing daily sales closing and with Finance resolve payment discrepancies.
- Performing end-of-day cleaning duties per EHS requirements.
Managing the online staff shops for Malaysia staff
- Working with MYSG Supply Chain on catalogue & fulfillment.
- Ensuring delivery to consumers from online shops within SLA defined.
- Following up with last mile delivery status and insurance claim, if any.
- Refund management and monthly closing reporting.
- Performing checks to ensure product info is correctly displayed on website.
- Performing monthly stock reservation.
Coordination of effective catalogue management (product assortment & pricing)
- Working with Malaysia Marketing team and Demand Planner to source and load DAM/PIM data into MARS & NGL.
- Coordinating with IT team on master data setup supporting catalogue and pricing accuracy.
Additional Responsibilities
- Addressing and resolving customers complaints in a professional manner.
- Ensure the Employee benefit process is incorporated and effectively managed with HR plus integrated into MARS.
- Delivering upon the reporting requirements for this role, including MARS-specific reports covering: receipt order number, employee email/ID, date, product name & brand, EAN/SKU, quantity, ZRSP, and payment method.
- To involve and coordinate with supply chain team for the Future activities (Mystery Box, Friend & Family Sale).
Overall objectives:
- Maximize the quality & efficiency of all operational activities required to supply products to staff.
- Drive together with the client service manager and supply chain managers operational projects aimed at enhancing or developing this staff D2C channel.
- Support the execution of a communication strategy to staff on all operational topics (aligned with employee experience objectives).
Professional & Technical Competencies
Master brand and category knowledge
Execute business & operations
- Executes Merchandising
- Ensures Stock & Inventory
- Masters POS System.
- Ensures Compliance/ Cash System
Excellence service attitude
- Fosters Customer Care (After sales, client support)
- Is a Brand Ambassador (Grooming, attitude, event)
- Connect with clients with good communication skills
