We're looking for a proactive Operations & Customer Care Manager for our Print-on-Demand (POD) and cross-border e-commerce business. This is a key role sitting between international customers, the production workshop and carriers to ensure every order is processed smoothly, on time, and delivers a great experience.

Job description

1. POD order management & operations

Receive and process orders in the system, ensuring accurate information from order to delivery
Verify order details and coordinate with the print workshop to keep production on schedule
Track the entire production and delivery process to meet the timeline promised to customers
Work with the Design team and other departments to resolve issues promptly
Check product quality before shipping to customers

2. International customer care

Support and reply to customers by email in English (and Vietnamese when needed)
Answer questions about orders, shipping and products
Handle issues such as late delivery, defective products, wrong order details, etc.
Process returns and refunds per company policy
Ensure a professional, positive customer experience that boosts repeat purchases

3. Shipping & logistics management

Coordinate with carriers to deliver orders on time
Monitor shipping status and update tracking for customers
Handle lost, returned or damaged shipments
Help optimize delivery cost and operational efficiency

4. Monitoring & process improvement

Track operational metrics and customer service quality
Proactively spot problems and propose process improvements
Help build and maintain internal documentation
Contribute ideas to improve productivity and customer experience

Requirements

Must-have

College/University degree
Good English, especially reading & writing; able to work with international customers daily
Careful, detail-oriented and highly responsible
Flexible problem-solving, proactive
Able to work under pressure and keep order processing on schedule
Proficient with office tools: Excel, Word, Email, Google Workspace
Eager to learn and adapt to a dynamic environment

Nice-to-have

Experience in POD, E-commerce or Marketplace
Understanding of Print-on-Demand and the fulfillment process
Customer Service/Support experience for international markets
Experience with CRM or ticketing systems

Benefits

Salary: VND 8–15M/month, depending on skills and experience
Work equipment provided (laptop/computer)
Young, dynamic environment that values initiative and teamwork
Exposure to international E-commerce/Marketplace operations
Structured training in POD Operations, Customer Service and working with overseas markets
Clear career growth path aligned with the company's expansion

General information

Type: Full-time
Location: 19th floor, Block 2, C6 Tran Huu Duc building, Tu Liem Ward, Hanoi
Application deadline: June 20, 2026

Operations & Customer Care Manager (POD/E-commerce)