Operations Executive

Job description:

About Smartpaw

Smartpaw is a fast-growing pet tech brand in Singapore specializing in smart pet products — automatic litter boxes, smart feeders, pet fountains, and pet care essentials. We sell across Shopee, Lazada, TikTok Shop, and our own online store.

We're a small, tight-knit team where you'll get hands-on experience across all areas of operations — not just one narrow task. If you want real ownership and to learn how a modern e-commerce business runs from the inside, this is the role.

What You'll Do

Warehouse & Fulfillment

• Oversee daily order fulfillment — guide and supervise the part-time assistant on picking, packing, and shipping across all platforms (Shopee, Lazada, TikTok Shop, Shopify)
• Step in to pack and ship during peak periods or when the part-timer is unavailable
• Receive and inspect incoming stock shipments from suppliers
• Organize and maintain a clean, efficient warehouse and showroom
• Coordinate with Lalamove and delivery partners for order dispatch and customer pickups/returns

After-Sales Support

• Handle product troubleshooting for customers (guided by SOPs and training provided)
• Coordinate after-sales repairs — arrange Lalamove collection, track repair progress, arrange return delivery
• Assist with on-site product repairs (training will be provided)
• Follow up with customers after repair to confirm issue is resolved

Customer Support

• Respond to customer inquiries via WhatsApp, Shopee Chat, Lazada Chat, and email
• Answer pre-sales questions (product compatibility, sizing, features) and post-sales queries (order status, delivery, returns)
• Use FAQ guides and reply templates to ensure fast and consistent responses
• Escalate complex or technical issues as needed
• Maintain a professional and friendly tone — you're the face of Smartpaw to our customers

Inventory Management

• Track stock levels and update inventory records
• Flag low-stock items and assist with reorder coordination
• Conduct regular stocktaking and resolve discrepancies
• Label and organize swap units and repair parts

Team Coordination

• Supervise and assign daily tasks to the part-time warehouse assistant
• Ensure the part-timer's work is completed accurately and on time

SOP Development

• Create and maintain standard operating procedures (SOPs) for all operations workflows — fulfillment, after-sales, inventory, and daily routines
• Document processes clearly so that any new team member can follow them without hand-holding
• Continuously improve SOPs based on day-to-day observations and issues encountered

General Operations

• Maintain showroom cleanliness and presentation
• Complete the daily end-of-day closing checklist (lights, signboard, equipment)
• Support ad-hoc operational tasks as needed

What We're Looking For

Must Have:

• Passionate about pets — you'll be working with pet products every day and interacting with pet owners. A genuine love for animals makes a real difference in this role
• Diploma in any field (Supply Chain, Logistics, Business, Engineering, or similar preferred)
• Comfortable with physical work — this is a hands-on role, not a desk job
• Responsible and self-motivated — you'll need to manage your own time without constant supervision
• Good communication skills — you'll coordinate with customers, delivery partners, and the team
• Willing to learn — we'll train you on product knowledge, repairs, and our systems

Good to Have (but not required):

• Pet owner or experience caring for pets
• Experience with e-commerce platforms (Shopee, Lazada)
• Experience in warehouse, logistics, or retail operations
• Basic knowledge of troubleshooting electronics or mechanical products

What We Offer

• Hands-on experience running operations for a growing e-commerce brand
• Training on product knowledge, after-sales repair, and inventory systems
• Career growth opportunity — as the company grows, this role grows with it
• 5-day work week

Work Location: In person