Order Fulfillment Supervisor | E-Commerce

JOB SUMMARY

We are looking for an E-Commerce Order Fulfillment Supervisor who will oversee the day-to-day order fulfillment operations of our e-commerce business.

The position will be responsible for manpower planning, monitoring, scheduling, training and performance management of the Refiller, Picker, Packer and Dispatcher teams.

The ideal candidate must have hands-on knowledge of the end-to-end e-commerce fulfillment process, including marketplace order processing, inventory availability, picking, refilling, packing, order checking, dispatching and meeting marketplace shipping deadlines.

This role requires a strong and hands-on leader who can effectively communicate with warehouse personnel, monitor daily performance, resolve operational issues and ensure that orders are processed accurately, efficiently and on time.

KEY RESPONSIBILITIES

1. E-Commerce Order Fulfillment Operations

• Supervise the complete order fulfillment process from order receipt to dispatch.
• Monitor orders coming from Shopee, Lazada and TikTok Shop.
• Ensure orders are processed within the required marketplace fulfillment and shipping deadlines.
• Monitor order status and identify orders at risk of delay.
• Coordinate with the E-Commerce, Inventory, Warehouse and Logistics teams to resolve fulfillment issues.
• Ensure proper handling of rush, priority, campaign and peak-volume orders.
• Monitor same-day and next-day fulfillment requirements.
• Ensure proper endorsement of completed orders to the assigned dispatcher/courier.

2. Manpower Monitoring, Planning & Scheduling

• Prepare daily manpower assignments for:

  • Refiller
  • Picker
  • Packer
  • Dispatcher

• Create work schedules based on order volume and operational requirements.

• Adjust manpower allocation during peak campaigns, payday sales, holidays and high-volume periods.

• Monitor attendance, productivity and manpower availability.

• Ensure every fulfillment area has sufficient manpower to meet daily targets.

• Reassign personnel when operational bottlenecks occur.

• Monitor overtime and additional manpower requirements when necessary.

• Coordinate manpower requirements with HR/Management.

3. Team Supervision

• Directly supervise the Refilling, Picking, Packing and Dispatching teams.
• Conduct daily briefings and work assignments.
• Monitor whether employees are following the correct fulfillment procedures.
• Ensure employees understand their daily targets and responsibilities.
• Monitor employee productivity and work quality.
• Address performance issues and provide immediate coaching.
• Maintain discipline, teamwork and accountability within the fulfillment team.
• Recognize high performers and recommend employees for additional training or development.

4. Training & Development

Train new and existing fulfillment personnel on:

• Proper order picking procedures
• Product identification and SKU checking
• Refilling/replenishment procedures
• Packing standards
• Order accuracy
• Proper use of waybills and shipping labels
• Marketplace fulfillment procedures
• Dispatching and handover procedures
• Handling of damaged/missing/wrong items
• Proper scanning and system updates
• Marketplace shipping deadlines
• Warehouse safety and housekeeping
• Standard Operating Procedures (SOPs)

Conduct refresher training whenever recurring errors or process gaps are identified.

5. Order Accuracy & Quality Control

• Monitor picking and packing accuracy.

• Minimize:

  • Wrong items
  • Missing items
  • Wrong quantities
  • Wrong variants
  • Incorrect waybills
  • Incorrect packaging
  • Unprocessed orders
  • Late dispatches

• Investigate recurring fulfillment errors.

• Identify the root cause of errors and implement corrective actions.

• Conduct random checking and quality audits.

• Ensure proper documentation of fulfillment incidents.

6. Inventory & Replenishment Coordination

• Monitor product availability for active orders.
• Coordinate with Inventory personnel regarding low-stock and out-of-stock items.
• Ensure timely replenishment from storage areas to picking/packing areas.
• Prevent unnecessary order delays caused by unavailable inventory.
• Report inventory discrepancies immediately.
• Coordinate with Inventory/Operations regarding fast-moving and high-demand products.

7. Dispatch & Logistics Coordination

• Monitor daily dispatch activities.
• Ensure completed orders are properly sorted and ready for courier pickup.
• Coordinate with courier/forwarder personnel regarding scheduled pickups.
• Monitor missed pickups, failed handovers and delayed dispatches.
• Ensure all dispatched orders are properly recorded and endorsed.
• Investigate orders that remain unshipped or are at risk of violating marketplace deadlines.

8. Marketplace Compliance

Ensure the fulfillment team follows the operational requirements of:

Shopee | Lazada | TikTok Shop

Monitor compliance with:

• Shipping deadlines
• Order handling time
• Dispatch requirements
• Cancellation prevention
• Order accuracy
• Platform fulfillment standards
• Campaign/flash-sale requirements
• Seller performance requirements

The supervisor should understand how fulfillment performance affects seller rating, store health, cancellations, late shipment rate and customer experience.

9. Performance Monitoring & Reporting

Prepare and monitor daily/weekly fulfillment reports covering:

• Total orders received
• Orders picked
• Orders packed
• Orders dispatched
• Pending orders
• Same-day fulfillment rate
• On-time dispatch rate
• Order accuracy
• Picking productivity
• Packing productivity
• Refilling productivity
• Dispatch productivity
• Late orders
• Cancelled orders
• Fulfillment errors
• Inventory-related delays
• Employee productivity

Present operational issues and recommendations to management.

10. Process Improvement

• Identify bottlenecks in the fulfillment process.
• Recommend improvements in manpower allocation and workflow.
• Develop and improve fulfillment SOPs.
• Establish practical productivity standards for each position.
• Improve picking routes, packing flow and dispatch organization.
• Recommend ways to reduce fulfillment errors and delays.
• Prepare the team for major e-commerce campaigns and peak seasons.

REQUIRED QUALIFICATIONS

• At least 3 years of experience in e-commerce fulfillment, warehouse operations, order processing, logistics or a related field.
• At least 1–2 years of supervisory/team leadership experience.
• Hands-on experience supervising warehouse or fulfillment personnel.
• Knowledgeable in e-commerce order fulfillment processes.
• Familiarity with Shopee, Lazada and TikTok Shop.
• Experience handling high-volume e-commerce orders is highly preferred.
• Strong manpower planning and scheduling skills.
• Strong communication and leadership skills.
• Good problem-solving and decision-making skills.
• Organized, detail-oriented and highly accountable.
• Able to work under pressure and meet strict fulfillment deadlines.
• Proficient in Google Sheets/Excel and basic reporting.

STRONGLY PREFERRED

Experience in:

• E-commerce warehouse operations
• Shopee Seller Center
• Lazada Seller Center
• TikTok Shop Seller Center
• WMS / inventory systems
• Order management systems
• High-volume marketplace fulfillment
• Same-day dispatch operations
• Flash Sale/Campaign fulfillment
• Warehouse manpower planning
• Picking & packing productivity monitoring
• Courier/3PL coordination

KEY SKILLS

E-Commerce Fulfillment | Order Fulfillment | Warehouse Operations | Manpower Planning | Workforce Scheduling | Team Leadership | Picking | Packing | Refilling | Dispatching | Inventory Coordination | Shopee | Lazada | TikTok Shop | Order Processing | Order Accuracy | Same-Day Fulfillment | Dispatch Management | Logistics Coordination | SOP Implementation | Training | Performance Management | KPI Monitoring | Problem Solving | Team Communication

KEY PERFORMANCE INDICATORS (KPIs)

The E-Commerce Order Fulfillment Supervisor will be evaluated based on:

• On-Time Dispatch Rate
• Order Fulfillment Rate
• Order Accuracy Rate
• Same-Day Fulfillment Rate
• Picking Accuracy
• Packing Accuracy
• Late Shipment Rate
• Order Error Rate
• Productivity per Employee
• Pending Order Backlog
• Manpower Efficiency
• Inventory-Related Fulfillment Delays
• Team Attendance & Productivity
• Marketplace Fulfillment Performance

IDEAL CANDIDATE

We are looking for someone who is not only a warehouse supervisor, but a hands-on e-commerce fulfillment leader.

You should be comfortable managing people, adjusting manpower based on order volume, solving fulfillment problems on the floor, coordinating with different departments and making sure that orders from Shopee, Lazada and TikTok Shop are picked, packed and dispatched correctly and on time.

If you are a strong team leader with excellent communication skills and solid e-commerce fulfillment experience, we want to hear from you.