Operations Support

COMPANY OVERVIEW - The Man E-commerce Inc.

• At The Man E-commerce Inc., we are committed to building brands that truly stand out in the modern marketplace. Our mission is clear: to create and nurture Direct-to-Consumer (DTC) brands that not only capture the essence of today’s consumer needs but also drive meaningful growth. With a focus on quality and innovation, we manage three thriving brands: "The Man", delivering high-performance men’s perfume and essentials; "Nikuya", offering premium kitchen knives; and "Ladi", curating elegant perfumes and fragrances that inspire confidence and individuality. Ultimately, our goal is to achieve strategic exits that elevate our success and enable us to continuously innovate.
• You may also visit our brand websites to check out our products and more via themanph.com, ladi.ph, and nikuya.ph!

JOB OVERVIEW - Operations Support

• The Operations Support serves as the essential operational heartbeat of the organization, dedicated to transforming everyday challenges into seamless workflows and exceptional customer experiences. This position bridges the gap between client expectations and internal execution by delivering proactive after-sales assistance, dynamically coordinating cross-functional needs, and upholding the meticulous data integrity that keeps the business moving forward.

KEY RESPONSIBILITIES

A. After-Sales Support and Customer Coordination

• Handle incoming after-sales inquiries regarding shipment status, order discrepancies, product concerns, and returns.
• Coordinate with customers to verify order details, clarify discrepancies, and confirm shipping addresses, contact information, and other necessary details.
• Perform intervention protocol for flagged high-risk orders and document the actions taken.
• Confirm order cancellations, returns, replacements, and refunds with customers based on approved requests for marketplace channels
• Review marketplace return and refund requests daily and coordinate with 3PL providers and Finance for accurate and timely processing.
• File claims through Seller Center, submit the required supporting documents, and monitor their status.

B. Operations Coordination

• Prepare material requirement plans based on production schedules and coordinate with toll manufacturers and 3PL providers for timely execution.
• Coordinate logistics for inbound deliveries and stock pull-outs, including truck bookings and loading schedules.
• Process marketing requests for stock pull-outs and coordinate the necessary stock movements.
• Coordinate orders and requisitions to support Sales and other stakeholders.
• Prepare purchase orders for local and international vendors and route them for approval.
• Support administrative requirements, including documentation, filing, and scheduling.
• Liaise with internal departments, vendors, and service providers on operational requirements.
• Provide general administrative assistance to the Operations Team as needed.

MINIMUM QUALIFICATIONS

• At least 1-2 years of working experience in customer service roles in e-commerce industry: Background in online retail operations, ensuring they already understand the fundamentals of order lifecycles, shipping logistics, and standard customer support metrics.
• Proven proficiency or capable in using e-commerce platforms: Technical agility to navigate both the consumer-facing digital storefronts for buyer checkout issues and helpdesk software to process tickets and track fulfillment.
• Proven experience or ability for rapid acquisition of product knowledge: Highly adaptable and can quickly absorb and retain frequently changing catalog details, product specifications, and promotional rules to accurately advise our customers with minimal training time.

COMPETENCIES

• Customer Coordination: Responds professionally to customer concerns and follows through on requests.
• Planning and Organization: Prioritizes tasks, monitors deadlines, and coordinates requirements efficiently.
• Data and Documentation: Maintains accurate records and uses spreadsheets and operational systems to track tasks and prepare reports.
• Problem-Solving: Identifies operational issues, coordinates practical solutions, and escalates concerns when needed.
• Communication: Communicates clearly with customers, internal teams, vendors, and service providers.

PERFORMANCE INDICATORS

• First Response Time (FRT): Respond to customer inquiries within the agreed service timeframe.
• On-Time Claims Filing: Submit complete claims through Seller Center within the applicable filing deadlines.
• On-Time Production Completion Rate (%): Measures the percentage of production orders completed on or before the agreed deadline.

COMPANY BENEFITS

• Remote/Hybrid Work Setup, after successful completion of three (3) months full on-site training and integration with the Operations team
• 30% Employee Discount
• Annual and Sick Leaves
• Mental Health and Birthday Leaves
• Emergency and Bereavement Leaves

OTHER JOB DETAILS

• Salary Range: Up to PHP 28,000.00
• Office Location: 5F Ablaza Bldg., 117 E. Rodriguez Sr. Ave., Tatalon, Quezon City, Metro Manila
• Schedule: 6-day Workweek (Monday to Saturday, 8:00 AM to 5:00 PM)

Job Type: Full-time

Pay: Php22,000.00 - Php28,000.00 per month

Benefits:

• Additional leave
• Employee discount
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Experience:

• customer service: 1 year (Preferred)
• e-commerce industry: 1 year (Preferred)
• order management system: 1 year (Preferred)

Location:

• Quezon City (Preferred)

Work Location: Hybrid remote in Quezon City