I. Position Overview
We are looking for a highly motivated and detail-oriented Client Operations Senior Executive to join our Client Operations Team. This role acts as the main point of contact for a portfolio of B2B clients, ensuring smooth and efficient order fulfillment operations from inbound to aftersales. You will monitor end-to-end performance, resolve operational issues across functions, and coordinate cross-departmentally to deliver best-in-class fulfillment service.
II. Key Responsibilities
Act as the primary operational contact for assigned client accounts, owning end-to-end fulfillment processes (Inbound – Inventory - Outbound – Handover – Aftersales - Disputes/ Compensation).
Handle operational tickets from various channels (phone, email, internal tools), ensuring timely resolution in accordance with SLA.
Support clients in using systems and following basic operational processes; participate in rollout of policies/programs to partners.
Act as a bridge between Clients and Internal Teams to ensure complete and timely communication.
Coordinate with internal departments to resolve root causes and close issues thoroughly.
Analyze account performance and propose improvement or prevention plans for recurring issues.
Support cross-account workload sharing when an imbalance arises.
Be on-site at the warehouse during peak campaigns or upon request from management.
III. Qualifications
Minimum 2 years’ experience in B2B Operations, Client Service, or Customer Success within e-fulfillment / logistics / ecommerce industries.
Strong problem-solving skills, critical thinking, and multi-tasking ability under time pressure.
Excellent communication skills and ability to coordinate across departments.
Tech-savvy and familiar with ticketing/CRM tools, G-suite/Excel.
IV. Working Conditions
Workplace: Main office (with occasional visits to warehouse sites when required)
Working schedule: Monday to Saturday, rotating shifts (at least one afternoon–evening shift 13:00–21:00 per week)
Reporting line: Reports to Client Operations Manager
Working time: Full-time