E-Commerce Fulfillment Coordinator (WMS & Order Control)

Job Summary

We are seeking a highly organized, analytical, and proactive E-Commerce Fulfillment Coordinator to manage and monitor the end-to-end order fulfillment process across Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce platforms using the company's Warehouse Management System (WMS).

The successful candidate will serve as a key control point between the E-commerce, Warehouse, Inventory, Customer Service, and Logistics teams. The role is responsible for ensuring orders are processed accurately, picked and packed on time, properly dispatched, and promptly traced when issues occur.

The position will also be responsible for planning and managing the appropriate manpower based on forecasted daily order volume, monitoring Picker and Packer productivity, training fulfillment personnel, and ensuring sufficient staffing to meet daily fulfillment and dispatch requirements.

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Key Responsibilities

1. E-Commerce Order Processing & WMS

• Monitor incoming orders from Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce channels.
• Process and release orders through the Warehouse Management System (WMS) for picking and packing.
• Verify order information, SKU, quantity, shipping details, and fulfillment status.
• Monitor order queues and identify delayed, pending, failed, or at-risk orders.
• Ensure orders are processed within marketplace fulfillment timelines and daily cut-off schedules.
• Maintain accurate and updated order statuses in the WMS and applicable marketplace systems.

2. Order Monitoring & Dispatch Control

• Track orders from order creation through picking, packing, checking, and final dispatch.
• Monitor daily fulfillment progress and ensure orders are dispatched within required cut-off times.
• Identify fulfillment bottlenecks and immediately coordinate with the appropriate team for resolution.
• Prioritize urgent, aging, failed, or at-risk orders to prevent late shipment and cancellation.
• Coordinate with Logistics and courier partners regarding pickup and dispatch concerns.
• Prepare daily reports for pending, delayed, cancelled, and successfully dispatched orders.

3. Manpower Planning & Allocation

• Plan and manage the appropriate manpower requirements based on forecasted daily order volume.
• Analyze expected order volume and determine the required number of Pickers, Packers, Checkers, and other fulfillment personnel.
• Allocate manpower based on workload, shift schedules, productivity, and operational requirements.
• Adjust manpower allocation based on actual order volume, peak periods, campaigns, and unexpected increases in orders.
• Monitor manpower productivity and reallocate personnel when necessary to maintain fulfillment efficiency.
• Identify manpower shortages and coordinate additional staffing requirements with the Operations Manager.
• Prepare daily manpower plans based on forecasted and actual order volume.

4. Picker & Packer Management

• Monitor the productivity and accuracy of assigned Pickers and Packers.
• Ensure Pickers correctly locate and retrieve items based on WMS-generated orders or picklists.
• Ensure Packers follow proper packing, labeling, checking, and dispatch procedures.
• Train new and existing Picker and Packer personnel on fulfillment processes and SOPs.
• Provide coaching when fulfillment errors, productivity concerns, or process violations are identified.
• Monitor compliance with warehouse SOPs and fulfillment standards.

5. Customer Order Tracing & Issue Resolution

• Act as the key warehouse contact person for tracing customer order concerns.
• Investigate orders involving missing items, incorrect items, incomplete orders, damaged products, failed dispatch, or delayed shipment.
• Trace the complete order history through the WMS, picking, packing, checking, and dispatch stages.
• Coordinate with Customer Service to provide accurate order information and supporting evidence.
• Assist in determining the root cause of fulfillment errors and recommend corrective actions.
• Maintain proper documentation of investigated customer order concerns.

6. Inventory & Order Accuracy

• Coordinate with the Inventory Team when system stock and physical availability affect order fulfillment.
• Identify inventory-related order issues such as stock discrepancies, missing SKUs, or incorrect stock locations.
• Ensure proper coordination between WMS inventory records and actual warehouse availability.
• Report recurring inventory and fulfillment discrepancies to the Operations Manager.

7. Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly fulfillment reports.
• Monitor order volume against forecasted volume and manpower allocation.
• Analyze fulfillment productivity and identify opportunities for improvement.
• Provide recommendations to improve fulfillment speed, accuracy, manpower utilization, and productivity.
• Immediately report operational risks that may affect order fulfillment or dispatch deadlines.

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Qualifications

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Operations Management, or a related field is preferred.
• At least 2 years of experience in e-commerce fulfillment, warehouse operations, order processing, logistics, or inventory operations.
• Experience using a Warehouse Management System (WMS) is highly preferred.
• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or other e-commerce order platforms is an advantage.
• Strong knowledge of order fulfillment processes from order processing to dispatch.
• Experience coordinating, supervising, or training Picker and Packer personnel.
• Experience in manpower planning, workload allocation, or productivity monitoring is highly preferred.
• Strong attention to detail and ability to identify order discrepancies.
• Proficient in Microsoft Excel or Google Sheets.
• Strong communication, coordination, problem-solving, and organizational skills.
• Able to work under pressure in a high-volume e-commerce environment.