Operations Manager

Operations & Customer Service Lead

Responsibilities:

Order Management & Fulfilment

• Track, process, and manage online orders across platforms.
• Print shipping labels, pack orders with care, and ensure timely dispatch.
• Coordinate with courier partners for smooth pickups and deliveries.
• Monitor inventory levels, update stock, and flag low inventory.

Customer Service

• Respond promptly and empathetically to customer queries via email, WhatsApp, and social media DMs.
• Handle exchanges, returns, and refunds efficiently.
• Maintain a customer query log to track common issues and feedback.
• Build long-term customer relationships by ensuring a seamless shopping experience.

Operations & Logistics

• Ensure proper stock storage, labelling, and organisation.
• Prepare daily/weekly reports on orders, dispatches, and customer concerns.
• Suggest and implement process improvements to reduce errors and increase efficiency.

Brand Support

• Assist the marketing team during launches, sales, and campaigns (e.g., managing higher order volumes).
• Coordinate with production to ensure accurate stock flow.
• Represent the brand voice in all customer touch points.

Requirements:

• Previous experience in e-commerce operations or customer service is a plus.
• Strong communication and problem-solving skills.
• Organized, detail-oriented, and proactive in handling tasks.
• Comfortable using tools like Excel/Google Sheets and order management platforms.
• A passion for fashion, sustainability, and body positivity is a bonus!

Location:

Type: