E-commerce site operation and customer service management [Poled/Baby General Business]

You will be responsible for operating the e-commerce sites for our baby brands "Poled" and "airluv" and our general baby website, as well as managing the CS and order processing teams.

Although the brand's e-commerce sales ratio is very high, it is notable that it not only relies on D2C but also partners with retailers that have physical stores in order to maximize distribution.
Therefore, most of the inquiries come from customers who have made purchases on the e-commerce site, but we also handle inquiries from some retailers, etc.

The mission of this position is to increase customer satisfaction and support brand expansion by improving the performance of EC back-office operations and the entire customer team.

[Background of recruitment]

Poled is a Korean brand that offers baby products in a genre that has not previously been available in Japan.
As the exclusive distributor of Poled in Japan, we operate Poled products on Rakuten, Amazon, Yahoo! Shopping, and our own e-commerce site, and also distribute the product to retailers nationwide.

In 2025, we aim to further grow the brand, while also nurturing a new brand that will become our second pillar and launch a comprehensive website for baby products.
We are looking for members to start a business that will set the standard for childcare by importing and developing new products that have not previously been available in Japan!

[Main duties: SV, CS management]

• Handling escalations from CS members
• Coordination of outsourced call centers
• Proposal and implementation of operational improvements
• Analysis of inquiries and suggestions for site improvements
• Order management, inventory management, logistics management

Your main role will be to direct outsourced call centers and CS members, but you may also handle difficult inquiries or matters that involve important decisions yourself.

[Other EC management operations]

• Product sales operations (product registration, data management, sales support)
• Campaign management and progress management (discount settings, campaign page creation, email newsletter distribution, etc.)
• Site Maintenance
• Creating and distributing e-mail newsletters and LINE messages
• Social media posts (X, Instagram)

<Target sites>
Shopify, Rakuten, Amazon, Yahoo! Shopping, Qoo10, LINE Gift, etc.

<Tools used>
■CS Management: Re:lation
■ Order and shipping management: LOGILESS, BOSS, Next Engine, etc.
■Other tools: Google Workspace, Slack, ChatWork, Notion, Backlog

[Tasks you would like to assign based on your skills]

• Chatbot scenario design
• Setting up order management tools and designing automatic processing rules
• Creating a request for site improvement

*Since we also manage e-commerce sites for various clients, you may be asked to work on client work as well depending on your wishes, aptitude, and level of proficiency.

• Able to come to the Tokyo or Fukuoka office
• Experience with customer support via email and chat
• Project and team management experience
• Customer service experience (1 year or more) for your own EC site, Rakuten Ichiba, Yahoo! Shopping, or Amazon
• Experience in EC back office operations (order management, inventory management, logistics management)

• Experience handling baby products
• Experience in managing e-commerce at a manufacturer
• Client work experience
• Experience in operating SNS (X, Instagram, etc.)
• Experience with customer support via email and chat
• Experience in sales-generating tasks such as marketing and product planning
• Experience directing website and system development
• Experience in streamlining operations and implementing systems to improve efficiency
• Experience with image processing using tools such as Photoshop
• Knowledge of HTML and CSS (website production experience)
• Experience and knowledge of using AI
• Product planning and development, OEM experience
• English (Business Level)
• People who can work on weekends (※Not required. We are considering introducing weekday holidays in the future)

• Those who understand the importance of back office work and take pride in it
• Someone who can think of ways to proceed even in areas that they have no experience with and make steady progress
• People who love EC and are proud of their work related to EC
• People who love shopping and can imagine "what if such products existed in the world?"
• Those who can think and act independently instead of waiting for instructions
• Those who are familiar with text communication (and can communicate smoothly remotely)

• Experience creating something from 0 to 1
• Experience real business
• You can learn a variety of solutions from colleagues who have experience running multiple e-commerce sites.
• You can be evaluated in an environment where you understand the importance of back office work
• You can also be involved in improving the website to increase customer satisfaction (creating a system to reduce inquiries).
• Depending on your wishes, you can be involved in a variety of tasks, including your own business and client work.
• Depending on your wishes, you can try your hand at marketing, production, product planning, or other work that interests you.

1. Document screening
2. First interview (basically conducted online, but in some cases we may ask you to come to the office)
3. Second interview (same as above)
4. Final interview (visit to our company)
5. Job Offer

*The number of interviews may vary.
*It will take about 3 weeks to 1 month from application to employment offer.

■ Expected annual income: 4 million to 7 million yen
■Monthly salary: 290,000 yen to 500,000 yen
* Trial period: 6 months (no change in salary during trial period)
*Salary will be determined based on experience, ability, previous salary, etc. according to our company regulations.

Monthly Salary Breakdown
Basic salary + skill-based salary + fixed overtime allowance (30 hours per month: 46,600 yen to 93,100 yen)
*If the working hours exceed 30 hours per month, overtime allowance will be paid separately.

■Bonus: Once a year *Depending on company, department and individual performance (paid every year)
■ Salary increase: twice a year *Based on personnel evaluation
*The estimated annual salary includes one bonus (estimated 2 months' salary)

◆Tokyo Head Office
Fusaka Building 6F, 3-44-11 Minamiotsuka, Toshima-ku, Tokyo
Access: 2 minutes walk from Otsuka Station on the JR Yamanote Line

◆Fukuoka Office
Tenjin Shoppers Fukuoka 8F, 4-4-11 Tenjin, Chuo-ku, Fukuoka City, Fukuoka Prefecture
Access: 5 minutes walk from Tenjin Station on the Subway Kuko Line

Regarding remote work:
・Required frequency of attendance: At least once a week
・This position is open to those who can come to the Tokyo head office or Fukuoka office (full remote work is not available).
・For one to two months after joining the company, you will be required to come to the nearest office for on-the-job training.

Flextime system (applies after the trial period)

・Core time: 11:00-15:00
・Standard working hours: 9:30-18:30 (break: 1 hour)

*Working hours and reduced working hours are negotiable
*Overtime hours: Approximately 20 hours/month

<Over 125 days of holiday per year>

• Two days off per week (Saturday and Sunday)
• National Holiday
• Summer holidays (3 days granted in July after the trial period ends)
• New year holiday season
• Paid vacation (10 days granted 6 months after joining the company, and increases with age thereafter)
• Special leave for special occasions
• Maternity leave
• Childcare leave
• Nursing care leave

*Due to events, etc., you may be required to work on holidays (you will receive a substitute day off on another day)

• Transportation expenses fully covered
• Social insurance provided
• health check
• 100% non-smoking office
• Casual wear available
• In-house study sessions (held regularly on various topics)