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End-to-End Operational Execution: Lead daily order fulfillment, cross-border freight routing, local customs compliance, and inventory allocation across DTC web properties and secondary retail streams.
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Vendor & 3PL Partnership Management: Oversee 3PL warehouse performance, SLA adherence, and outsourced logistics strategy while identifying cost-saving and workflow optimization opportunities.
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Customer Service Operations & Process Alignment: Standardize and manage localized customer support operations in line with global service playbooks and protocol guidelines.
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Post-Purchase & Customer Insight (VOC): Leverage Voice-of-Customer (VOC) data and after-sales analytics to refine return/repair workflows, improve service delivery, and feed quality insights back into regional product teams.
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Regulatory & Production Support: Manage localized regulatory compliance (including product certification, labeling standards, and inspection workflows) and support local sourcing/assembly processes where applicable.
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Process Optimization & Scalability: Lead continuous improvement initiatives across fulfillment pipelines, reducing operating costs while expanding bandwidth for brand growth.
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10+ years of progressive hands-on experience in e-commerce operations, logistics, or supply chain execution within brand-owned channels.
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DTC & Warehouse Expertise: Deep understanding of DTC fulfillment cycles, warehouse/DC operational flows, and multi-channel distribution logic.
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Trade & Regulatory Knowledge: Practical understanding of import/export workflows, product compliance, labeling regulations, and local vendor coordination.
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Data-Driven VOC Management: Proven track record using customer feedback and after-sales metrics to drive operational and service improvements.
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Cross-Border Collaboration: Excellent written and verbal English communication skills for working seamlessly across time zones with international stakeholders.
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Practical experience navigating DTC back-end platforms (e.g., Shopify, Enterprise ERP/OMS tools).
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Proficiency in advanced Excel/data reporting tools to extract trends, monitor operational SLAs, and build cost efficiency reports.
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Comfort operating in fast-paced, high-growth, or agile business environments.
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Strong project management mindset with meticulous attention to detail and accuracy.