Job Description

An individual in this role is responsible for the entire customer order journey, from the moment an online purchase is made to the strategic revenue generation of products in a brick-and-mortar store.

Ecommerce Responsibilities

Order Processing & Management:

o Monitor and process incoming orders from all ecommerce platforms (e.g brand's own website, Lazada, Shopee,Tiktok).


o Generate and print picking lists, packing slips, and shipping labels.


o Ensure all order details, including customer information and special requests (like specific flavors or gift messages), are accurate.

Picking, Packing & Dispatch:

o Accurately pick items from the warehouse or stockroom according to order slips.


o Pack orders securely and in line with company branding and shipping standards.


o Coordinate with and schedule pickups from third-party logistics (3PL) providers and local courier services (e.g., Ninja Van, J&T Express, ShopeeXpress).


o Handle and track all outbound shipments, resolving any delivery exceptions or delays.

Inventory & Stock Management:

o Perform regular stock takes and cycle counts for both online and retail inventory.


o Update and maintain inventory accuracy across all sales channels in real-time to prevent overselling.


o Receive, unpack, and inspect incoming stock from suppliers.


o Organize the stockroom or warehouse to ensure efficient picking processes.


o Manage stock transfers between the warehouse and physical retail locations.

Returns & Customer Service:

o Manage the returns and exchange process, including inspecting returned items and processing refunds or replacements.


o Serve as a primary point of contact for customer service inquiries related to orders, shipping, and product availability via email, chat, or phone.

Retail Sales & In-Store Merchandising Responsibilities

This aspect of the role focuses on driving sales and ensuring a compelling brand presence within the physical retail environment.

Sales Merchandising:

o Implement and maintain visual merchandising standards in retail stores, pop-ups, or department store counters.


o Ensure all products are well-stocked, neatly arranged, and correctly priced on the shop floor.

In-Store Sales & Customer Engagement:

o Act as a sales associate on the retail floor, actively assisting customers, providing product knowledge, and driving sales to meet targets.


o Sampling and convert and upsell into sales for retail outlets


o Build rapport with outlet team to encourage increase in business and brand awareness.

Stock & Inventory for Retail:

o Ensure the retail store is adequately stocked and deliver for replenishment or upon order.


o Communicate any stock discrepancies or low stock levels to the team.