Operations Manager for Sustainability and Logistics

7 days ago

Singapore WDNS PTE. LTD. Full time

WDNS PTE. LTD. is seeking a highly skilled Operations Lead and Customer Success professional to oversee the day-to-day operations and logistics of order fulfillment, inventory management, customer service, and sustainability initiatives.

About the Job

This role involves working closely with various internal teams and third-party partners to ensure smooth, efficient processes and an excellent customer experience. The ideal candidate will have strong organizational skills, attention to detail, and the ability to manage multiple projects simultaneously.

Key Responsibilities:
  • Order Fulfillment & Customer Service

The Operations Lead and Customer Success will be responsible for monitoring and managing all incoming orders to ensure they are processed and fulfilled in a timely manner. This includes checking for last-minute order changes in customer engagement platforms (or equivalent systems) to ensure accuracy. Additionally, the candidate will submit fulfillment orders ensuring all logistics and stock are aligned.

  • Customer Service Management (Order-Related)

The Operations Lead and Customer Success will oversee the order-related customer service operations, ensuring that customer inquiries, complaints, and feedback are addressed promptly and efficiently. They will work with the customer service team to resolve any order fulfillment issues (e.g., incorrect shipments, returns, amendments, and exchanges).

  • 3rd-Party Logistics (3PL) Partners

The Operations Lead and Customer Success will manage relationships with external fulfillment partners and ensure they meet service level agreements (SLAs) regarding order fulfillment, shipping times, and product quality. They will conduct regular reviews and evaluations of 3PL performance to ensure consistency and quality standards.

  • Sustainability and Project Operations

The Operations Lead and Customer Success will advocate Location Management by serving as the Primary Contact (PIC) for advocate locations, ensuring smooth communication and operations. They will coordinate logistics with advocate locations to ensure recycling bags are sent in time for pickup. Additionally, they will manage the relationship with advocate location PICs, ensuring satisfaction with the program and smooth operational processes.

  • Recycling Program Management

The Operations Lead and Customer Success will oversee the sustainability initiative involving the collection of used contact lens blisters, including liaising with recycling plants. They will ensure that blisters are properly sorted and ready for recycling according to the plant's requirements. Additionally, they will weigh and record the amount of material (in kilograms) collected for tracking and reporting purposes.

Inventory Management:
  • Inventory Forecasting

The Operations Lead and Customer Success will develop and maintain accurate inventory forecasts to ensure adequate stock levels are available for order fulfillment while minimizing overstock.

Inventory Systems & SOP Implementation

They will implement and manage inventory management systems to track stock levels in real-time. Additionally, they will oversee the integration of these systems with order fulfillment and customer service platforms to ensure seamless operations.

Stock Count & Reporting

The Operations Lead and Customer Success will conduct real-time stock counts to ensure inventory accuracy and prevent stockouts. They will generate weekly reports on inventory levels, stock turnover, and any discrepancies for review by senior management.

Volunteer Management:
  • Volunteer Recruitment, Training, and Coordination

The Operations Lead and Customer Success will lead the recruitment process for volunteers involved in the sustainability initiative (e.g., foils peeling and blister sorting). They will ensure that volunteers are trained in the proper procedures for handling materials for recycling. Additionally, they will track volunteer participation and performance, ensuring that targets for the sustainability program are met.

Required Skills and Qualifications:
  • 3-5 years of experience in operations management, ideally in a D2C or eCommerce environment.
  • Experience in order fulfillment, logistics management, and customer service is a plus.
  • Sustainability program management experience is highly desirable.
  • Strong organizational and time management skills, with the ability to juggle multiple tasks and priorities.
  • Proficiency in inventory management software and basic Excel skills.
  • Excellent communication and interpersonal skills, with a strong ability to build and maintain relationships with internal and external stakeholders.
  • Problem-solving mindset, with the ability to resolve operational issues quickly and efficiently.
  • Data-driven approach to decision-making and performance tracking (inventory levels, 3PL performance, etc.).
  • High attention to detail, especially in tracking inventory and monitoring fulfillment processes.
  • Proactive and hands-on leadership style.
  • Passion for sustainability and environmental initiatives.
Compensation:

We offer a competitive salary of SGD $80,000 - $100,000 per annum, depending on experience, plus benefits and opportunities for growth and development.

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