E-Commerce Operations

6 days ago

Phra Khanong, Bangkok, Thailand The Thai Silk Co.,Ltd. (Jim Thompson) Full time

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:

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.

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.

Systems, Reporting & Optimization

  • Manage and optimize integration between Shopify, 3PL systems, and 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 processing automation and cost-efficiency within the order lifecycle.
  • Stay updated on industry best practices in CX, reverse logistics, and eCommerce operations.

Qualifications:

  • Bachelor's degree in any field
  • 1 – 2 years' experience in e-commerce operations or customer experience or fresh
  • A 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

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