The O2O Operations & Admin Supervisor manages the end-to-end processes that connect online sales channels with offline store operations. They oversee order fulfillment, customer service coordination, administrative compliance, and system support to ensure seamless customer experiences across digital and physical touchpoints.
Key Responsibilities
O2O Operations Management
- Supervise daily O2O transactions (click-and-collect, home delivery, in-store pickup).
- Ensure timely order processing, accurate fulfillment, and smooth handovers between online and offline teams.
- Monitor system dashboards and resolve operational bottlenecks.
Administrative Oversight
- Validate documentation for online orders, returns, and refunds.
- Ensure compliance with company policies and audit requirements.
- Prepare daily/weekly reports on O2O performance metrics.
Customer Service Support
- Coordinate with customer service teams to resolve escalated O2O-related issues.
- Ensure customers receive accurate updates on order status and delivery timelines.
Inventory & Logistics Coordination
- Work with warehouse and store teams to align stock availability with online demand.
- Monitor discrepancies between online listings and physical stock.
- Support logistics partners in ensuring timely deliveries.
Team Supervision
- Train and manage O2O support staff on systems, processes, and customer handling.
- Assign tasks, schedule shifts, and evaluate performance.
Cross-Functional Collaboration
- Liaise with IT, marketing, and store operations to ensure O2O campaigns run smoothly.
- Support promotional activities by aligning online offers with in-store execution.
Qualifications
- Education: Bachelor's degree in Business, Operations, or IT-related field.
- Experience: 35 years in retail operations, e-commerce, or O2O management, with supervisory experience.
- Technical Skills: Familiarity with ERP/e-commerce platforms, POS systems, and reporting tools.
- Soft Skills: Leadership, problem-solving, communication, and adaptability.
