Service Operations Executive

About STYL Solutions

Ride on the wave of Industry 4.0 Join STYL Solutions in the forefront of using Fintech and IoT technologies for smart city/nation transformation. Headquartered in Singapore with R&D center in Vietnam, STYL Solutions designs, develops, and supplies hardware, software and integrated solutions for applications in payment, loyalty management, location tracking, self-service operation, telemetry.

Our market segment coverage extends from financial services, retail, mass transit, education to social services markets in Singapore and South Asia Pacific.

Our vision is to use Fintech and IoT to create smart and efficient cities that enhance Quality of Life through convenience and healthier living.

Job Description

The Service Operations Executive plays a dual role in ensuring smooth day-to-day eCommerce fulfillment and operational support. The role primarily manages order processing, vendor sourcing, inventory control, and customer communications for online sales channels. In addition, this role provides secondary coverage for the Service Desk function, handling Level-1 (L1) support tickets and internal system escalations to maintain service continuity.

Responsibilities

1. eCommerce Operations & Fulfillment (Primary Role)

• Oversee end-to-end eCommerce order lifecycle: from order capture to delivery and post-sale service.
• Coordinate with logistics partners and internal warehouse teams for timely order dispatch.
• Track and maintain optimal inventory levels; prepare regular stock movement and replenishment reports.
• Manage product sourcing, supplier coordination, and procurement documentation.
• Respond promptly to customer inquiries across multiple channels (email, chat, e-store, social).
• Handle returns, exchanges, and warranty claims according to internal policies.
• Maintain product listings, pricing, and descriptions on digital platforms.
• Generate weekly fulfillment performance reports and process improvement recommendations

2. Service Desk & Internal Support (Secondary / Backup Role)

• Serve as backup for Service Desk L1 operations, handling internal support tickets and issue triage.
• Monitor ticket queues, assign priorities, and ensure timely escalation to technical or operations teams.
• Document incidents, troubleshooting steps, and resolution summaries within the ticketing system.
• Assist with account provisioning, system access requests, and password resets where applicable.
• Support internal communication flow between customer-facing teams and backend technical teams.
• Contribute to knowledge base updates and internal SOP documentation.

Job Requirements

• Diploma or relevant exposure in Business Administration, Supply Chain, Information Systems, or a related field.
• Preferably with experience in eCommerce operations, logistics, or service desk environments.
• Proficiency in Microsoft Excel, ERP/Inventory Management Systems, and eCommerce platforms (e.g., Shopify, WooCommerce).
• Familiarity with helpdesk/ticketing tools (e.g., Jira, Zendesk, Freshdesk) is an added advantage.
• Good communication and coordination skills.
• Able to converse in English and Chinese (Mandarin).
• Strong analytical mindset with attention to detail and follow-through.
• Ability to multitask and prioritize in a fast-paced environment.

Key Competencies

• Customer Orientation: Focused on customer satisfaction and proactive communication.
• Operational Discipline: Maintains accurate records, follows SOPs, and ensures service quality.
• Adaptability: Able to switch between eCommerce tasks and service support duties efficiently.
• Problem Solving: Identifies operational bottlenecks and suggests practical solutions.
• Team Collaboration: Works seamlessly with cross-functional teams (Sales, Tech, Logistics).