Essential Roles and Responsibilities

Fulfillment Operations Management

• Oversee all daily operations of the e-commerce fulfillment center, including receiving, put-away, picking, packing, and shipping.
• Ensure that customer orders are fulfilled accurately, efficiently within defined service-level agreements (SLAs).
• Coordinate inbound and outbound logistics to maintain smooth material and product flow.
• Manage capacity planning to meet peak and off-peak e-commerce demand.
• Maintain operational compliance with company policies, safety standards, and regulatory requirements.

Inventory & Warehouse Management

• Maintain operational compliance with company policies, safety standards, and regulatory requirements.
• Monitor and maintain accurate inventory levels across all SKUs.
• Ensure proper storage, stock rotation, and space utilization within the warehouse.
• Monitor regular cycle counts and full physical inventory checks to ensure 100% accuracy.
• Work closely with the business planning, Buying teams to manage stock replenishment and reduce stockouts or overstocking.

Process Improvement, Budgeting & Operational Coordination

• Support the analysis of daily workflows and assist in identifying process gaps or inefficiencies within the Distribution Centre.
• Contribute to the documentation, review, and periodic updates of Standard Operating Procedures (SOPs) for DC operations.
• Support data collection and reporting of KPIs related to productivity, order accuracy, and operational throughput.
• Support the preparation of operational data required for planning and justification of capital expenditure requests.
• Coordinate with cross-functional teams to ensure accurate information flow and timely reporting.

Customer Experience & Quality Assurance

• Support the team in achieving high order accuracy and timely delivery to meet customer expectations.
• Assist in implementing and following established quality control standards for picking, packing, and shipping activities.
• Coordinate with customer service teams to support the resolution of order or delivery issues in a timely manner.
• Assist in monitoring returns and reverse logistics processes, highlighting issues and supporting actions to ensure efficient handling and minimal loss.

People Management

• Lead, train, and motivate warehouse associates, team leaders, and supervisors to achieve operational goals.
• Create and manage shift schedules to ensure adequate staffing for all warehouse functions.
• Promote a culture of accountability, teamwork, and continuous improvement.
• Enforce safety protocols and foster a safe and efficient working environment.
• Conduct performance reviews, coach and motivate reportees to enhance performance and produce quality standards and outputs, ensure that they are continuously developed and provided feedback.
• Utilize the Company's reward structures and employee recognition schemes to encourage and recognize outstanding performance.

Cross-Functional Collaboration

• Partner with e-commerce, supply chain, finance, and IT teams to align fulfillment operations with business goals.
• Support marketing and sales initiatives (e.g., new product launches, seasonal campaigns) by aligning inventory and staffing plans.
• Collaborate with technology teams to enhance system integration between e-commerce platforms and warehouse systems.

Health, Safety & Compliance

• Ensure adherence to health, safety and security and environmental policies and standards.
• Conduct safety audits, incident investigations, and risk assessments regularly.
• Maintain a clean, organized, and safe facility in line with 5S or lean warehouse principles.
• Maintain HSSE practices in the working environment in order to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.

Qualifications

Job Requirements

Education/Certification and Continued Education

• Bachelor’s/Masters degree in Supply Chain Management, Logistics, Operations Management, or related field preferred.

Years of Experience

• +5 years of warehouse, fulfillment, or logistics management experience, ideally in an e-commerce environment.
• Experience with WMS, ERP, and order management systems.
• Proven track record of leading high-performing warehouse teams.

Knowledge and Skills

• In-depth understanding of order processing, picking, packing, and shipping workflows for B2C and marketplace orders.
• Hands-on knowledge of WMS/ERP platforms and skilled in using Excel, BI tools (e.g., Power BI, Tableau), or ERP reports to evaluate operational performance.
• Ability to interpret KPIs, dashboards, and analytics tools to monitor fulfillment performance and drive improvements.
• Awareness of how fulfillment speed, accuracy, and packaging quality impact customer satisfaction and retention.
• Understanding of how to align labor and inventory planning with sales forecasts and promotional activities.
• Strong verbal and written communication skills for coordinating with internal teams and external partners.
• Proven ability to make quick, data-driven decisions under pressure, particularly during peak e-commerce seasons.
• Capable of leading the team through process changes, system upgrades, and continuous improvement initiatives.
• Ability to lead, train, and develop warehouse staff to achieve daily and long-term performance targets.
• Skilled in workforce planning, scheduling, performance management, and conflict resolution.
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