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