Order Fulfillment Coordinator

Job Summary

We are looking for a highly organized, detail-oriented, and proactive Order Fulfillment Coordinator to coordinate and monitor the end-to-end processing of orders from our Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce platforms.

The role is responsible for ensuring that orders are properly processed, tracked, picked, packed, checked, and dispatched within the required timeline. The Coordinator will use an E-Commerce Order Tracking or Order Management System to monitor order status and identify orders requiring immediate action.

This position will also coordinate daily manpower requirements based on forecasted order volume, monitor the performance of Pickers and Packers, assist in their training, and serve as a key point person for tracing and resolving fulfillment-related customer concerns.

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Key Responsibilities

1. Order Fulfillment Coordination

• Monitor incoming orders from Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce platforms.
• Coordinate the complete order fulfillment process from order receipt to final dispatch.
• Use the company's Order Tracking/Order Management System to monitor and update order status.
• Verify order details, SKU, quantity, shipping information, and fulfillment status.
• Monitor pending, aging, failed, cancelled, and high-priority orders.
• Ensure orders are processed according to marketplace cut-off times and fulfillment requirements.

2. Order Tracking & Dispatch Monitoring

• Track orders through picking, packing, checking, and dispatch.
• Monitor daily fulfillment progress and identify orders at risk of missing the dispatch deadline.
• Coordinate with Warehouse and Logistics teams to resolve delays and dispatch issues.
• Trace orders with incomplete, delayed, missing, or questionable fulfillment status.
• Monitor courier pickup schedules and ensure orders are ready for dispatch.
• Maintain accurate records of dispatched, pending, cancelled, and delayed orders.

3. Daily Manpower Coordination

• Review forecasted and actual daily order volume to determine appropriate manpower requirements.
• Coordinate the allocation of Pickers, Packers, Checkers, and other fulfillment personnel based on workload.
• Adjust manpower assignments during peak periods, campaigns, double-digit sale events, and unexpected order increases.
• Monitor manpower utilization and productivity against daily order volume.
• Identify staffing shortages and escalate manpower requirements to the Operations Manager.
• Help ensure sufficient manpower is available to meet daily fulfillment targets.

4. Picker & Packer Coordination and Training

• Coordinate the daily work assignments of Pickers and Packers.
• Monitor picking and packing productivity and accuracy.
• Assist in training new and existing personnel on fulfillment procedures and SOPs.
• Ensure proper picking, checking, packing, labeling, and order handling procedures are followed.
• Identify recurring errors and coordinate appropriate coaching or corrective action.
• Monitor compliance with warehouse fulfillment standards.

5. Customer Order Tracing

• Serve as a key point person for customer order tracing and fulfillment concerns.
• Investigate missing, incorrect, incomplete, damaged, delayed, or failed orders.
• Trace the order through the Order Tracking System and coordinate with relevant warehouse personnel.
• Provide Customer Service with accurate order status and investigation results.
• Coordinate with Inventory and Logistics teams when the concern involves stock or courier issues.
• Document fulfillment-related customer concerns and their resolutions.

6. Inventory Coordination

• Coordinate with the Inventory Team regarding stock availability affecting customer orders.
• Report discrepancies between system inventory and actual warehouse stock.
• Identify missing, unavailable, or incorrectly located SKUs.
• Escalate inventory issues that may cause order delays, cancellations, or customer complaints.
• Ensure inventory-related concerns are properly communicated to the E-commerce Team.

7. Reporting & Monitoring

• Prepare daily and periodic fulfillment monitoring reports.
• Monitor forecasted versus actual order volume.
• Track fulfillment performance, pending orders, late dispatches, cancellations, and errors.
• Monitor Picker and Packer productivity.
• Prepare reports on recurring fulfillment issues and recommend improvements.
• Escalate operational concerns that may affect marketplace fulfillment deadlines.

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Qualifications

• Bachelor's degree in Business Administration, Logistics, Supply Chain, Operations Management, or a related field is preferred.
• At least 2 years of experience in e-commerce fulfillment, order processing, warehouse operations, logistics, or related functions.
• Experience using an E-Commerce Order Tracking System or Order Management System is preferred.
• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or similar platforms is an advantage.
• Knowledge of WMS is a plus, but not mandatory.
• Experience coordinating Pickers, Packers, Checkers, or warehouse personnel is preferred.
• Experience in manpower allocation, workload planning, or productivity monitoring is an advantage.
• Strong organizational and coordination skills.
• Strong attention to detail and ability to monitor multiple orders simultaneously.
• Good analytical and problem-solving skills.
• Proficient in Microsoft Excel or Google Sheets.
• Able to work under pressure in a fast-paced e-commerce environment.

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Preferred Skills

• E-Commerce Order Tracking
• Order Management System (OMS)
• Order Fulfillment
• E-Commerce Operations
• Shopee / Lazada / TikTok Shop
• Warehouse Coordination
• Pick & Pack Operations
• Dispatch Monitoring
• Manpower Allocation
• Order Tracing
• Inventory Coordination
• Courier Coordination
• Customer Concern Resolution
• Excel / Google Sheets
• WMS knowledge is an advantage

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Key Performance Indicators (KPIs)

• On-Time Dispatch Rate
• Order Fulfillment Accuracy
• Order Processing Accuracy
• Pending/Aging Order Rate
• Order Cancellation Rate
• Fulfillment Error Rate
• Order Tracking Accuracy
• Customer Order Resolution Time
• Picker/Packer Productivity
• Manpower Utilization
• Manpower Adequacy vs. Forecasted Order Volume
• Marketplace Fulfillment SLA Compliance

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Reporting Structure

Reports to: Operations Manager

Coordinates with: E-commerce, Warehouse, Inventory, Customer Service, and Logistics Teams

Coordinates/Monitors: Picker, Packer, and Checker Personnel

Position Objective

The Order Fulfillment Coordinator ensures that daily e-commerce orders move efficiently from order receipt → processing → picking → packing → checking → dispatch, while coordinating the appropriate manpower based on order volume and ensuring fulfillment concerns are quickly traced and resolved.