Customer Service & Fulfillment Operations

I. GENERAL INTRODUCTION

At PATI, this is not a “task execution” role.

You will own the full end-to-end supply chain of a DTC global operation: from order processing and 3PL coordination to direct customer support across international markets. Everything a product goes through after a customer clicks “Buy” - that’s your domain.

What we are looking for is not someone who can do the daily work. It’s someone who does it, then asks: “How do I automate this so I never have to do it manually again?”

If AI tools are already part of how you work - not as a novelty, but as a habit - you’ll fit right in.

II. JOB DESCRIPTION

1. Customer Service & Experience (60%)

• Own the customer conversation: Handle inbound tickets daily, order tracking inquiries, shipping delays, product questions, and post-purchase complaints - via email and support platforms.

• Resolve, don’t just respond: Before replying to any complaint, investigate: check order status, cross-reference tracking data, verify with logistics partners.

• Maintain quality under volume: Manage a daily ticket queue while keeping response accuracy, tone, and turnaround time consistent — even on high-volume days.

2. Order Operations & Admin (40%)

• Daily order processing: Export order files from Shopify, validate shipping addresses, and upload tracking numbers. Zero tolerance for processing errors.

• Inventory reconciliation: Cross-check daily stock data against 3PL logistics partner records, ensure inventory data stays accurate in real time.

• Data management: Maintain and update operational spreadsheets (Excel / Google Sheets) tracking order flow, fulfillment status, and exception cases.

III. JOB REQUIREMENTS

✦ MUST-HAVE - Must be clearly visible on your CV

1. AI-First Mindset (Top priority): Already using AI tools at work.

2. Logical & Data-Driven Mindset: Proficient in Excel / Google Sheets: VLOOKUP, IF, FILTER, data cleaning.

3. Customer-Centric Mindset: Service-oriented but tough and sharp when needed to protect company interests.

4. Foundation

• English: Good - strong reading comprehension to verify international addresses and use email templates for customer responses.

• Absolute attention to detail - you feel uncomfortable seeing a misaligned cell in Excel. Patient and resilient with repetitive daily tasks.

• Hardworking, honest, and eager to learn. No task is too small.

IV. COMPENSATION & BENEFITS

• Income: Competitive base salary starting from 10,000,000 VND (negotiable based on capability). You have the right to value yourself and negotiate with us.

• Structured Training: Direct guidance from Senior Leads on international standard E-commerce operational processes.

• Development Roadmap: Opportunity to become an official employee and advance to Senior positions after 6–12 months.

• Comprehensive Benefits: Social Insurance, Bao Viet Health Insurance (Green Card), bi-annual company trips, and full holiday/birthday bonuses.

V. ADDITIONAL INFORMATION

• Recruitment Process: To ensure we find the right “Builders” for our x20 goal, our process includes:

  • Round 1 - Application & Technical Challenge: After submitting your CV (with Portfolio attached), you will receive a technical challenge.

  • Round 2 - In-depth Interview: A discussion regarding technical expertise and cultural fit with PATI’s management team.

  • Round 3 - Founder’s Table: Direct strategic discussion with the CEO.

• Working Conditions:

  • Time:

    • Monday - Friday: 8:30 AM - 5:30 PM, with a 1-hour lunch break.

    • Saturday (Culture Day): 6:30 AM - 09:00 AM. We kick off Saturdays with team runs and weekly reflections - mind, body, and momentum aligned.

  • Location: PATI Group Office – Ho Chi Minh City.

  • Note: This is a full-time, onsite position to ensure the highest speed of coordination.