Mopheth Group. is a Nigerian organization unique in her divine foundation with a world class culture. At Mopheth, we do not believe in just providing the best of services and products, we believe in building a workforce that is highly professional and of international standard. We are an organization with a coherent corporate culture that promotes efficiency and profitability. We understand the meaning of our values and translate them into actions that surpass the expectation of all our stakeholders. Particularly we have taken it upon ourselves to be the dependable organization that keeps striving for excellence in all our activities.
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.
Method of Application
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