Happy Bunch SG – Operations & Customer Experience Intern

ABOUT THE JOB

At Happy Bunch, Operations and Customer Experience is the foundation to our success. Our promise is to surprise and delight with a thoughtful, fuss-free gifting experience. You make it actually happen. 

We believe this is a demanding role that requires a broad skill set to be successful. You are directly responsible for making sure the orders get to the right people at the right time while looking beautiful. In addition, you ensure we deliver thoughtful customer experiences at every touch point with customers & their recipients, and always strive to make a positive difference in our customers’ lives.

You will need to work closely with internal teams and external partners to create a seamless, thoughtful gifting experience at scale.

Working hours are Monday to Friday, 8:30am to 6pm. However, you should also be prepared to work on weekends and/or public holidays to support selected peak gifting seasons’ operations (eg. CNY, Valentine’s Day, Mother’s Day, Father’s Day, Christmas, etc.).

RESPONSIBILITIES:

Take charge of managing & processing daily sales orders & customer requests

• In charge of preparing gift boxes for both online & corporate orders
• Manage & ensure orders are processed in a timely manner
• Assist customers with edit requests related to their orders
• Work closely with production team and delivery partners to track and ensure all orders for the day are correctly prepared, dispatched, and delivered on time
• Review and verify relevant invoices prior to passing to accounts for payment
• Strategise, plan and implement measures to ensure smooth operations & deliveries, particularly during seasonal peak periods, i.e. Valentine’s Day, Mother’s Day, Christmas

Champion customer experience

• Manage enquiries across all online channels, including email, Facebook and Instagram messages in a timely manner
• Ensure enquiries & feedback are responded with urgency, love & empathy
• Anticipate customers’ needs, go above-and-beyond to deliver wow experiences consistently

Drive impactful business enhancements with data-driven insights

• Set up & maintain internal tracking to monitor performance/insights with regards to Operations & Customer Experience
• Dive deep into customer inquiries and feedback, and keep the entire team updated of the customer needs, pain points and any potential areas for service improvement/expansion
• Identify, propose & work closely with relevant internal teams to implement business process changes and achieve operational efficiency & delightful customer experience at scale
• Identify new logistic partners, negotiate with existing logistics partners and research routing software and relevant technologies, as and when need, in order to push for critical changes to improve operational workflow

Other responsibilities:

• Coordinate with suppliers & gift partners for stock replenishment, receive & QC received products, maintain accurate inventory list
• Assist with other projects/tasks as and when required

REQUIREMENTS:

• Preferably candidates with good knowledge and/or prior experiences in startups, ecommerce operations, last-mile logistics and/or customer service
• Highly organised, adaptive to changes & uncertainties, and loves putting processes in place to ensure everything runs like clockwork
• Ability to think quickly on one’s feet, have resourcefulness and a desire to resolve issues effectively & put everything in order
• Customer experience obsessed, taking pride in making every touchpoint a delightful experience for customers, able to handle challenging customers/situations independently and convert a not-so-optimal experience to a wow experience
• Must have a positive attitude & a strong sense of urgency, must be willing to learn, and get your hands dirty (literally!)
• A love for flowers, gifting, and making people happy!
• Comfortable working independently in a fast-paced startup environment, and as part of a very small team