Operations Lead (Mutu Case)

About the role:

This role is in charge of Mutu's end-to-end operational workflow across all channels, ensuring that orders, inventory, fulfilment, and logistics run smoothly and efficiently. This role owns the operational backbone of the business, working with relevant departments to maintain smooth day-to-day operations while identifying and resolving issues before they escalate.

Key responsibilities:

• Own and manage the end-to-end operational workflow across all channels, from order placement to fulfilment and delivery. Ensure that systems, processes, and people are aligned to keep operations running smoothly.
• Take ownership of escalated operational issues from Customer Service, B2B, Retail, and E-commerce. Manage and follow up on cases until fully resolved, including wrong/missing items, packing errors, product defects, stock discrepancies, delivery problems, refunds, and payment issues.
• Coordinate with Inventory, Production, Printing, Creative, Customer Service, E-commerce, and Accounts to resolve cross-department issues and maintain alignment.
• Liaise with B2B partners, including key accounts, to ensure timely resolution of their operational needs and maintain strong business relationships.
• Liaise with courier and 3PL partners on lost parcels, failed deliveries, delivery disputes, and claims.
• Investigate recurring issues and coordinate corrective actions with the relevant HODs to prevent future occurrences.
• Maintain an Issue/Complaint Tracker and provide regular updates to Management on major or recurring issues.
• Identify process gaps and recommend improvements to SOPs, workflows, and operational procedures.

Requirements:

• Minimum 3 years experience in Operations, E-commerce, Retail, Supply Chain, or a similar coordination role.
• Experience in retail, wholesale, e-commerce, consumer products, or electronics/accessories is an advantage.
• Strong problem-solving, communication, coordination, and follow-up skills.
• Ability to manage multiple urgent issues independently.
• Good understanding of inventory, fulfilment, e-commerce orders, and courier processes.
• Proficient in Microsoft Excel / Google Sheets and comfortable with operational reporting.
• Familiarity with inventory management systems is an advantage.
• Strong written and spoken English and Bahasa Malaysia.