Job Summary:
E-Commerce Operations & Customer Service will play a key role in supporting the execution of Jim Thompson's digital commerce strategy. This role focuses on ensuring operational excellence across order fulfillment, payment and fraud resolution, inventory coordination, last-mile logistics, and customer support. The ideal candidate is process-oriented, resourceful, and passionate about delivering a premium, frictionless customer journey aligned with our global brand standards.
Key Responsibilities
1. E-Commerce Operations
- Oversee daily Shopify Plus order processing, ensuring accurate and timely fulfillment.
- Coordinate with warehouse and logistics teams to maintain service level agreements (SLAs) for local and international deliveries.
- Manage order exceptions, out-of-stock resolutions, and returns/exchanges with cross-functional stakeholders.
- Maintain and improve backend operational workflows including fraud prevention, payment capture, and customer refund processes.
2. Customer Service
- Lead and manage our omnichannel customer service operations (email, chat, Line OA, phone).
- Ensure timely, empathetic, and brand-aligned responses to all customer inquiries.
- Maintain service KPIs (first response time, resolution rate, CSAT).
- Liaise with product, retail, and logistics teams to resolve escalations and complaints.
- Track and analyze customer feedback to provide actionable insights for site and product improvements.
3. Systems, Reporting & Optimization
- Manage and optimize integration between Shopify, 3PL systems, payment gateways (Stripe), and customer data platforms (Klaviyo, Zoho CRM).
- Support the Head of E-Commerce in compiling weekly performance reports including order volume, fulfillment rate, and customer service metrics.
- Identify opportunities for process automation and cost-efficiency within the order lifecycle.
- Stay updated on industry best practices in CX, reverse logistics, and eCommerce operations.
Qualifications & Requirements
- Bachelor's degree in any field
- 1-2 years experience in e-commerce operations or customer experience or fresh graduate is welcome to apply
- Proficiency in Shopify Plus and digital support platforms (e.g., Gorgias, Zendesk, Klaviyo) would be an advantage.
- English level proficiency
- A proactive, solutions-first mindset with strong attention to detail.
