Operations Specialist / Manager

About Serendipity House

Founded in 2004 with a heartfelt mission, Serendipity House is dedicated to helping families discover unexpected joy in everyday moments. As a faith-centric, ecologically, and socially-conscious brand, we are the exclusive distributor for over 200 globally sourced natural and organic products. We believe everyone deserves a healthy lifestyle, and we carefully curate products we would want for our own loved ones. Our purpose is to fill your home with items that care for your well-being and the planet, helping you turn daily routines into cherished memories.

The Opportunity

We are seeking a proactive and detail-oriented Operations Specialist to join our dynamic team. This role is the critical link between our products, partners, and customers. You will be responsible for the seamless execution of our supply chain, digital presence, and customer service operations, directly supporting the growth of Serendipity House's marketplace and exclusive brands.

Key Responsibilities

Operations & Inventory Management

• Analyze sales data and inventory levels to identify trends and forecast demand.
• Develop and recommend replenishment plans to ensure optimal stock levels.
• Create, manage, and track purchase orders (POs) in alignment with sales forecasts.
• Maintain and update key operational reports, including sell-out reports, PO logs, and inventory trackers.
• Support warehouse operations, including picking/packing, stock checks, goods receiving,

Logistics & Fulfillment

• Coordinate with internal teams and third-party logistics partners to manage and track customer orders from placement to delivery.
• Oversee order processing and shipment follow-ups to ensure timely fulfillment and minimize delays.
• Prepare and manage all necessary shipping documentation for local and export deliveries, ensuring full regulatory compliance.

E-commerce & Marketing Support

• Manage the day-to-day operations of our Shopify e-commerce site, including product listings, pricing, inventory updates, and ensuring a smooth customer experience.
• Collaborate closely with the marketing team to support campaigns, promotions, and new product launches by coordinating stock availability and providing operational support.
• Monitor social media channels for customer inquiries and comments, ensuring a timely and on-brand response in coordination with the marketing team.

Customer & Sales Support

• Serve as the main point of contact for B2B clients, providing professional and consistent communication.
• Handle customer inquiries and resolve issues promptly across phone, email, and online channels.
• Accurately process customer orders in the ERP system, ensuring data integrity.

Who You Are

• 2+ years of experience in an operations, logistics, or supply chain role, preferably within the FMCG, retail, or distribution industry.
• Direct experience with e-commerce platforms, particularly Shopify, is highly desirable.
• Familiarity with social media platforms for business and customer engagement.
• Proven experience with inventory management, purchase order processing, and logistics coordination.
• Strong customer service mindset with excellent communication skills for collaborating with teams, partners, and customers.
• Proficient in MS Office (especially Excel for data analysis) and comfortable with ERP systems.
• A proactive problem-solver with a "can-do" attitude who thrives in a cross-functional team environment.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities effectively.
• Fluency in both written and spoken English and Cantonese is required. Proficiency in Mandarin is a plus.