Fulfilment Manager

Position Overview

We are seeking an experienced and results-driven Fulfilment Manager to oversee the daily warehouse and fulfilment operations of our growing 3PL eCommerce business. The successful candidate will ensure efficient inventory management, accurate order fulfilment, timely dispatch, and exceptional service levels while leading a high-performing operations team.

The Fulfilment Manager will be responsible for optimizing warehouse processes, managing KPIs, improving operational efficiency, and ensuring customer satisfaction across multiple eCommerce platforms and clients.

Key ResponsibilitiesWarehouse Operations

• Manage end-to-end fulfilment operations including inbound receiving, put-away, storage, picking, packing, shipping, and returns.
• Ensure daily order processing meets agreed Service Level Agreements (SLAs).
• Monitor warehouse productivity and continuously improve operational efficiency.
• Develop and implement Standard Operating Procedures (SOPs).
• Ensure warehouse cleanliness, organization, and safety standards are maintained.

Inventory Management

• Maintain inventory accuracy of 99.8% or higher.
• Oversee cycle counts and stock audits.
• Investigate and resolve inventory discrepancies.
• Manage stock movements and replenishment processes.
• Ensure accurate inventory reporting for clients.

Team Leadership

• Lead, coach, and supervise warehouse supervisors and fulfilment staff.
• Conduct performance reviews and provide ongoing training.
• Plan manpower requirements according to business volume.
• Foster a culture of accountability, teamwork, and continuous improvement.

Client Management

• Serve as the primary operational contact for assigned clients.
• Resolve operational issues promptly.
• Coordinate onboarding of new fulfilment clients.
• Provide operational reports and performance updates.

Process Improvement

• Identify opportunities to improve workflow and reduce costs.
• Implement Lean or continuous improvement initiatives.
• Optimize warehouse layout and picking strategies.
• Drive automation and warehouse technology adoption where applicable.

Technology & Systems

• Manage Warehouse Management System (WMS) operations.
• Ensure accurate data integrity between WMS, ERP, and eCommerce platforms.
• Support integration projects with platforms such as Shopify, Lazada, Shopee, Amazon, TikTok Shop, and WooCommerce.
• Generate operational reports and analyze warehouse KPIs.

Compliance & Safety

• Ensure compliance with workplace safety regulations.
• Conduct safety briefings and warehouse inspections.
• Maintain compliance with company policies and customer requirements.

Key Performance Indicators (KPIs)

• Order Accuracy: 99.8%+
• On-Time Dispatch: 99%+
• Inventory Accuracy: 99.8%+
• Same-Day Fulfilment Rate
• Warehouse Productivity (Orders per Labour Hour)
• Client SLA Compliance
• Return Processing Time
• Customer Satisfaction Score
• Warehouse Cost per Order
• Staff Productivity & Attendance

RequirementsEducation

• Diploma or Bachelor's degree in Supply Chain Management, Logistics, Business, or a related field.

Experience

• 2+ years of experience in warehouse or fulfilment operations.
• At least 1 years in a leadership or management role.
• Experience in eCommerce fulfilment or 3PL operations is highly preferred.
• Experience managing multi-client warehouse environments.

Technical Skills

• Strong knowledge of Warehouse Management Systems (WMS).
• Familiarity with ERP systems and inventory control.
• Proficiency in Microsoft Excel and reporting tools.
• Understanding of courier integrations and shipping processes.
• Experience with barcode scanning and warehouse technology.

Soft Skills

• Strong leadership and people management skills.
• Excellent problem-solving and decision-making abilities.
• Effective communication and stakeholder management.
• Strong organizational and multitasking skills.
• Ability to perform well in a fast-paced environment.

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