Associate, Order Fulfilment

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Touch 'n Go Group Full time

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch 'n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

JOB BRIEF

The Order Fulfilment Associate is responsible for managing the entire order fulfilment process for customer orders placed through various e-commerce platforms and in-app systems. This role ensures orders are processed accurately and delivered on time while addressing any modifications, cancellations, or delivery issues. The role is crucial in maintaining high customer satisfaction through effective service and streamlined operations. Additionally, this position includes overseeing warehouse operations to ensure timely deliveries and accurate inventory management.

Order Processing & Management

  1. Ensure orders are processed accurately and delivered promptly or returned as needed.
  2. Monitor and update order statuses across platforms, providing proactive communication to customers.
  3. Coordinate with cross-functional teams (e.g., sales, warehouse, and customer service) to facilitate smooth fulfilment operations.

Customer Order Modifications

  1. Handle order cancellations and ensure proper documentation and timely resolution.
  2. Manage customer requests for changes to shipping addresses or delivery details, coordinating with logistics partners for accurate execution.
  3. Update the order management system in real-time to reflect changes.

Logistics & Delivery Coordination

  1. Collaborate with third-party logistics (3PL) providers to guarantee timely and accurate deliveries.
  2. Track delivery statuses and resolve any issues that arise during the delivery process.
  3. Manage proof of delivery (POD) documentation to ensure all deliveries are properly recorded and verified.

Customer Support & Communication

  1. Address customer inquiries regarding order status, cancellations, address changes, and delivery issues.
  2. Provide timely updates to customers on their orders and any changes.
  3. Work with customer service teams to resolve fulfilment-related issues.

E-commerce Platform Management

  1. Manage order integrations across various e-commerce platforms (e.g., Lazada, Shopee, TikTok) and in-app systems.
  2. Ensure accurate synchronization of order data between platforms and the Order Fulfilment system.
  3. Troubleshoot any issues that arise during the order processing or fulfilment stages.

Inventory Management & Warehouse Coordination

  1. Monitor inventory levels and stock availability across all e-commerce and in-app platforms.
  2. Work with the warehouse team to ensure prompt and accurate picking, packing, and shipping of orders.
  3. Maintain inventory accuracy through regular audits and resolve any discrepancies.
  4. Coordinate with the inventory management team to ensure timely stock replenishment and prevent stock-outs by aligning order volumes with available inventory.

Reporting & Performance Tracking

  1. Produce regular reports on order fulfilment metrics, delivery performance, and customer service response times.
  2. Track key performance indicators (KPIs) such as on-time delivery, order accuracy, and customer satisfaction.
  3. Identify and suggest areas for process improvements based on performance data.

Qualifications

  • Bachelor's degree in business, Supply Chain Management, or a related field or similar.
  • More than 2 years experience working experience in Order Fulfilment, Logistics operations is required.
  • Certification in relevant tools or methodologies (e.g., GWP, GPM, Lean, other relevant certification for order management) is a plus.

Experience:

  • Customer Service experience is a plus.
  • Ideal if candidate has some working experience in Operations, Business Process Improvements / Transformation, Analytics, Management / Process Advisory in related fields.
  • Some familiarity with financial and customer service principles, are added advantage.

Skills/Knowledge:

  • Prior experience and familiarity with end-to-end order management and logistics operations
  • Meticulous, strong analytical, focused on problem solving and able to interact with the team members and partners to achieve goals.
  • Strong ability to analyse, draw conclusions, and execute appropriate actions in response to data. Therefore, advanced Excel capabilities is required.
  • A people person who are able to work across functional areas and levels of the organization and to interact at distance.
  • Highly adaptable and flexible to accept new ideas, people and procedures and ability to have fun at the same time.
  • Leadership skills are essential as well, ability to lead and supervise team and work under tight deadline.
  • Ability to take initiative in a fast-moving environment.

We believe that you have what it takes to fit into the Touch 'n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now

Touch 'n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch 'n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: mycareer@tngdigital.com.my

Note: Only shortlisted candidates will be contacted.

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