Fulfillment Lead Officer (Ecommerce)

JOB SUMMARY: The Fulfillment Officer will lead the entire fulfillment process, ensuring orders are accurately and efficiently processed from start to finish. This role requires a strong leader who can drive operational excellence, meet high standards for accuracy and timeliness, and focus on customer satisfaction. The ideal candidate will have strong organizational skills, attention to detail, and a solid understanding of e-commerce fulfillment. They will also mentor and guide the team, improve workflows, and collaborate across departments to enhance both customer experience and operational efficiency.

RESPONSIBILITIES:

• Oversee the accurate and efficient processing of orders across Lazada, Shopee, and TikTok Shop Seller Center.
• Maintain high account health on seller platforms, providing reports and insights as needed.
• Oversee the accurate and efficient processing of internal orders (stock transfers in between branches) and non-ecommerce sales channels
• Identify and implement process improvements to streamline fulfillment, such as flagging fraudulent orders, reducing errors, and increasing operational efficiency
• Supervise the handling of returns, refunds, and claims, ensuring timely and accurate submissions to platform teams with supporting evidence.
• Collaborate with cross-functional teams to ensure smooth fulfillment of B2B orders.
• Coordinate internal departments to ensure timely parcel dispatch and meet shipping deadlines.
• Oversee quality control checks to ensure products match the pick list and meet required standards.
• Ensure that customer complaints and platform disputes are addressed and resolved efficiently and within agreed timelines.
• Perform other relevant duties as required to support fulfillment operations.

QUALIFICATIONS:

• 4 to 5 years of experience in e-commerce fulfillment or a similar role within the retail industry
• At least 2 to 3 years of leadership experience in handling 5 or more team members
• Proficiency in using Lazada, Shopee, and TikTok Shop Seller Center
• Familiarity with using SAP and ERPs
• Good communication skills and can professionally interact with customers
• Graduate of any Bachelor’s degree
• Strong attention to detail and highly analytical
• Can work on-site 6 days a week in Mandaluyong City