E-commerce Growth & Customer Experience Executive

【核心提示 / Key Notice】

本岗位要求同时具备优秀的英文书面沟通能力（对接美国客户及网红）与中文读写能力（理解公司中文SOP及提交中文周报）。

【薪酬福利 / Remuneration】

• 固定底薪：S$3,400/月
• 全面奖励：月度绩效奖金 ＋ 不设固定上限的 Amazon 站外销售增长奖励

About the role

We are hiring two E-commerce Growth & Customer Experience Executives. Together, you will be responsible for ChoiceRefill’s US market operations, covering Amazon off-site traffic generation, brand content creation, influencer collaborations, independent store (Shopify) customer support, and marketing data tracking. Your focus will be on driving measurable new customer acquisition via brand content and influencer marketing, while educating customers to reduce incorrect purchases and support repeat buying. The two executives will operate under an A/B role system: each will have primary responsibilities while cross-checking each other’s work and sharing records.

Key responsibilities

• Handle customer inquiries and after-sales tickets received on our Shopify store, including product compatibility, pail model identification, installation guidance, and troubleshooting.
• Provide accurate, clear, and professional English responses to US customers using approved brand assets and response templates.
• Escalate unconfirmed compatibility issues, major complaints, refund disputes, or anomalies in a timely manner.
• Turn recurring customer queries into official website FAQs, user guides, or social media content.
• Monitor the Amazon front-end daily to ensure products are displaying and selling normally; log and report any anomalies immediately.
• Manage ChoiceRefill’s US-facing social media accounts; produce and publish engaging graphics, copy, and short-form videos demonstrating product usage.
• Discover authentic content topics from customer tickets, public Amazon reviews, Q&As, return reasons, competitor feedback, and market discussions.
• Generate correct tracking links for all off-site content using company-provided tools like Amazon Attribution.
• Scout and identify US-based content creators in niches such as parenting, newborn care, diapering, baby products, and family lifestyle.
• Outreach and follow up with suitable creators in fluent English to coordinate product sampling, product experiences, content publishing, and Amazon traffic redirection.
• Track sample deliveries, filming progress, posting schedules, link implementations, and subsequent campaign performance.
• Review collaboration content to prevent incorrect compatibility statements, exaggerated claims, or other brand risks.
• Compile and analyze public Amazon reviews, Q&As, return reasons, and Shopify support tickets on a weekly basis.
• Log off-site clicks, attributable sales, and promotional ROI using Amazon Attribution and other designated tools.
• Maintain the content library, influencer database, customer issue log, after-sales records, and operational SOPs.
• Complete weekly reports in Chinese, detailing tasks completed, customer insights, marketing performance, and plans for the upcoming week.

About you

• Excellent written English communication skills, with the ability to converse professionally with US customers and content creators.
• Proficiency in reading and writing Chinese, as you will need to understand the company’s Chinese internal training guidelines/SOPs and submit weekly reports in Chinese.
• Proactive, highly meticulous, with a strong habit of documentation and timely follow-ups.
• Ability to self-organize tasks based on SOPs without needing daily micro-management from supervisors.
• Proficient in using Excel or Google Sheets to organize data and assess campaign effectiveness based on metrics.
• Highly willing to spend time researching, contacting, and following up with US content creators.
• Empathic mindset to understand customer pain points and translate them into clear, helpful content.
• Comfortable with being evaluated based on actual execution quality and measurable sales growth.
• Prior experience in E-commerce, Digital Marketing, Social Media Operations, Content Creation, Customer Service, or Influencer Marketing (preferred).
• Proficiency with Canva, CapCut, and common generative AI tools (preferred).

About us

ODORSEAL is a consumer goods company based in Singapore. Since 2017, our core brand, ChoiceRefill, has been selling round diaper pail refill bags on Amazon US. This product is an everyday household essential that American families need to restock regularly and repeatedly.

中文版职位详情
【岗位职责】

• 独立站售后与客户体验：处理美国独立站客户咨询（产品兼容、安装指导），提供清晰的英文答复，每天检查 Amazon 前台商品状态。
• 品牌内容与站外引流：运营美国市场社媒账号，利用 Amazon Attribution 等工具建立追踪链接，在公开育儿社区提供非侵入式帮助。
• 美国红人合作：寻找并联系美国母婴/家庭类创作者，推进寄样、体验及引流跟进，把控品牌风险。
• 反馈与经营支持：每周汇总分析 Amazon 评价、退货原因，跟踪竞品动态，为负责人提供调整策略支持。
• 数据与记录：维护内容库、创作者名单、工作 SOP，按时完成中文周报，保证 A/B 岗位随时无缝切换。

【任职要求】

• 良好的英文书面沟通能力（回复美国客户与创作者）;
• 扎实的中文读写能力（看懂中文指导、写中文周报）；
• 主动、细致，有极强的持续记录与独立跟进习惯；
• 熟练使用 Excel 或 Google Sheets 分析数据；
• 接受以实际工作质量和销售结果作为绩效考核依据。
• 优先考虑：有电商/数字营销/红人营销经验；熟悉 Canva、CapCut 及 AI 工具；有 Amazon 或母婴产品经验者。
• 我们的优势与对你的期许】
• 自研供应链与核心专利：我们不是普通的跨境代销网店。我们拥有自己的研发生产线，品牌和核心技术专利完全属于公司自主所有。 ChoiceRefill 已经在北美母婴市场稳定深耕多年，近期我们即将重磅推出全新的自研防臭垃圾桶硬件产品， 这是一家正处于爆发前夜、极具发展潜力的消费品科技公司。
• 创始人亲带（真本事提升）：公司创始人在实体制造、跨境电商及全球品牌打造（Branding）领域拥有极深的行业洞察与实战经验。入职后你将获得创始人亲自带教的机会，绝非流水线式的机械操作，而是能真正帮你实现对消费品出海及产品底层逻辑的深度提升。
• 我们需要这样的你：我们不希望找一个每天被动等待分配任务的“工具人”。我们正在寻找一拨真正有眼光、有大局观，并且能够主动探索未知、愿意跟公司一起长期成长的优秀本地年轻人。
• 【Why Join Us? & Our Expectations】
• Proprietary Production & Core Patents: We are not just another dropshipping online store. We operate our own R&D production lines, and our brand and core technical patents are 100% proprietary. Having successfully sustained the US mother & baby market for years, we are entering an exciting scaling phase and will soon launch our brand-new, self-developed Odor-Proof Diaper Pail hardware. We are a consumer goods tech company with immense growth potential.
• Direct Mentorship from the Founder: The company founder possesses deep knowledge and proven expertise across manufacturing, global e-commerce, and brand building. Joining us means you will receive direct mentorship from the founder, giving you deep insights into the entire lifecycle of a global consumer brand—far beyond repetitive operational tasks.
• Who We Want: We are not looking for passive task-executors. We are looking for forward-thinking, proactive, and curious local young talents who can explore solutions independently and grow alongside a fast-rising brand.

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Tagged as: Excel