Job Description

Job Purpose

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To supervise and lead the daily operations of the e-commerce fulfillment team, ensuring accurate order processing, timely dispatch, inventory accuracy, and excellent customer service. This role requires hands-on coordination with warehouse, courier, and customer support teams to deliver a smooth and efficient e-commerce experience.

Key Responsibilities

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1. Order Processing & Fulfillment

Oversee picking, packing, and shipping of e-commerce orders to ensure same-day/next-day dispatch. Ensure orders are processed accurately and meet service level agreements (SLAs). Monitor order backlogs and prioritize urgent orders.

2. Team Supervision & Training

Lead, motivate, and supervise a team of warehouse assistants, packers, or order processors. Allocate tasks and shifts to team members and ensure productivity targets are met. Train new joiners on order systems, packing procedures, and quality checks.

3. Inventory Management

Ensure accurate stock movement updates in the system. Support cycle counts and stock audits to maintain inventory accuracy. Flag low-stock items and coordinate with inventory or procurement teams.

4. Courier & Delivery Coordination

Liaise with last-mile delivery partners for timely pickups and tracking. Monitor delivery status and follow up on delivery issues or delays. Handle return orders and reverse logistics processing.

5. Customer Experience Support

Coordinate with customer service team to resolve order, shipment, or return issues. Ensure customer instructions (gift wrapping, specific delivery notes, etc.) are followed.

6. Reporting & Compliance

Maintain logs and reports on order processing, team performance, errors, and returns. Ensure adherence to safety, hygiene, and standard operating procedures (SOPs). Propose improvements to streamline processes and enhance efficiency.

Requirements

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Education

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Diploma or Bachelor's degree in Business, Supply Chain, E-Commerce, or a related field.

Experience

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2-4 years of experience in e-commerce operations or warehouse/fulfillment roles. Prior experience supervising or leading a team in a fast-paced environment is preferred.

Skills

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Strong leadership and organizational skills. Familiarity with e-commerce platforms and order management systems (e.g., Shopify, WooCommerce, WMS). Basic Excel and reporting skills. Attention to detail and ability to work under pressure.
Job Type: Full-time