E-Commerce Operations Analyst Intern at Aquantuo

Summary

• The E-Commerce Operations Analyst Intern plays a supportive role in ensuring operational excellence across the e-commerce value chain. The intern will gain hands-on experience in both customer-facing support and back-end logistics, contributing to seamless execution from order placement to final delivery. Working under the supervision of the E-Commerce Operations Analyst and Lead, the intern will assist in monitoring operations, resolving issues, ensuring high service standards, and promoting member satisfaction through effective communication and collaboration. This internship is ideal for individuals seeking to build a career in e-commerce, operations, or logistics, and who possess strong analytical, communication, and problem-solving skills.

Key Responsibilities

System Monitoring and Reporting

• Assist in monitoring company systems and applications for consistent uptime.
• Report system bugs or downtime to IT or relevant teams.
• Share user feedback to support system improvements.

Customer Service and Experience

• Respond to customer inquiries via email, phone, WhatsApp, social media, and live chat within 15 minutes.
• Support service level targets of 95% or more.
• Adhere to a 3-minute call handling time on 3XC.
• Maintain a 95% response quality standard on 3XC and Bitrix.
• Resolve issues quickly and escalate where necessary.
• Collaborate with sales and marketing to educate customers on service offerings.
• Gather and share customer feedback for service improvements.

Order and Request Management

• Support real-time tracking and updates for customer requests.
• Help create and follow up on support tickets.
• Maintain a structured process to ensure no pending tasks are missed.

Sorting and Shipment Handling

• Assist in sorting, packaging, and labeling member packages.
• Ensure sorting is completed within 2 days of shipment arrival.
• Maintain 95% accuracy in package handling.
• Scan items upon arrival and verify correct storage.
• Work with the fleet team to coordinate deliveries.
• Confirm payment before dispatch/pickup.
• Report missing/damaged items and document properly.
• Update tracking systems with accurate package statuses.

Shipping and Delivery Coordination

• Sort items for dispatch and support preparation of shipping documents.
• Monitor third-party shipments and provide real-time updates to customers.
• Assist in coordinating deliveries with the fleet and external partners.

Cross-Departmental Collaboration

• Work with IT, Finance, Fleet, and 3PL teams to support seamless operations.
• Provide insights on customer journeys and pain points.
• Share reports and findings that improve cross-functional service delivery.

Compliance & Risk Management

• Follow company SOPs and regulations.
• Report operational risks and support mitigation initiatives.
• Support audits and documentation requirements.

Operational Reporting

• Contribute to daily reports on operations, package movement, and unresolved issues.
• Share insights with the E-Commerce Lead and management.
• Recommend improvements based on recurring issues.

Other Duties

• Perform other related tasks as assigned by the E-Commerce Operations Lead, Supervisor, or Manager.

Qualifications

• Education: Diploma or Degree in Business Administration, Commerce (BCOM), Logistics, or a related field.
• Experience: At least 1 year in a call center, customer-facing role, or internship in customer service, e-commerce, or logistics.

Technical Skills:

• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Exposure to CRM platforms (e.g., Bitrix) and communication tools (e.g., 3XC) is an added advantage.

Core Competencies:

• Strong communication and interpersonal skills.
• Detail-oriented and accurate.
• Time management and multitasking ability.
• Willingness to learn and adapt in a fast-paced environment.
• Team player with a positive, proactive attitude.