E-commerce Operations Executive (Order Fulfilment & After-Sales)

About Us

Guitarlicious operates across multiple online sales channels, including Shopee, Lazada, TikTok Shop and our own website. We are looking for an organised and detail-oriented E-commerce Operations Executive to manage daily online order processing and fulfilment.

Job Responsibilities
- Monitor and process online orders from Shopee, Lazada, TikTok Shop, Shopify and other sales channels.
- Verify order details, quantities, product codes and shipping information.
- Coordinate with the warehouse team to ensure orders are picked, packed and dispatched correctly.
- Monitor order fulfilment status and ensure orders are processed within the required platform deadlines.
- Coordinate with courier companies and follow up on delayed, failed or problematic deliveries.
- Monitor order cancellations, returns, refunds, exchanges and other post-purchase cases.
- Handle order-related issues and coordinate with the relevant teams to resolve them.
- Assist with marketplace return and refund disputes by preparing the necessary order records, photographs and supporting documents.
- Keep track of pending orders, backorders and fulfilment exceptions.
- Maintain accurate order records and update internal tracking sheets or systems.
- Identify recurring order processing issues and suggest improvements to daily operations.
- Work closely with customer service, warehouse, accounts and management teams.
- Perform other e-commerce operational duties as assigned.

Requirements
- Previous experience in e-commerce operations, order processing or fulfilment is an advantage.
- Familiarity with Shopee, Lazada, TikTok Shop or Shopify is an added advantage.
- Good computer skills and basic knowledge of Excel or Google Sheets.
- Careful and detail-oriented when handling order information.
- Good coordination, follow-up and problem-solving skills.
- Able to work systematically and manage multiple orders at the same time.
- Responsible, proactive and able to work independently.