Job description for Operations Executive at Smartpaw
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
