Manager, Order Fulfilment

4 weeks ago

Kuala Lumpur, Malaysia Touch N Go 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._
- Key Accountability:_

Order Fulfilment Manager leads and directs the order fulfilment process. Oversees order entry, administration, and shipping processes. Being an Order Fulfilment Manager develops and implements scalable business processes and customer service standards to deliver efficient order processing. Implements order tracking, CRM systems and or other tools to process orders, maintain customer information, and monitor contracts or agreements for expiration or renewal.

Additionally, Order Fulfilment Manager establishes inventory monitoring procedures to track and trigger actions that will maintain appropriate levels of products. Partners with stakeholders to identify conditions impacting the fulfilment workflow and to develop effective solutions.
- Job Responsibilities:_
- Overseeing daily order fulfilment activities, including order processing, picking, packing, and delivery operations.
- Working alongside 3PL and optimize warehouse, fulfilment and delivery operations.
- Tracking inventory levels to prevent stock-outs and/or deadstock.
- Developing and maintaining standard operating procedures (SOPs) for inventory control, logistics management, and order fulfilment to meet operational goals.
- Preventing inventory shrinkage, accidents, and occupational hazards
- Optimizing procurement of inventory by improving vendor relationships, performance, and lead times
- Maintaining positive and mutually beneficial relationships with vendors, suppliers and 3PL
- Reporting weekly and monthly on fulfilment performance KPIs
- Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance.
- Managing orders / queries / aftersales support in line with ensuring good customer experience
- Tracking performance metrics such as order cycle times, error rates, and customer satisfaction rates to identify areas for improvement.
- Managing a team of staff members who are responsible for processing orders and answering customer questions about products or services.
- Monitoring inventory levels to ensure that there is enough product available to meet demand without having excess inventory that could be damaged or become outdated.
- Coordinating with vendors to place orders for products or materials needed by the company.
- Ensuring that all customer orders are shipped on time according to company policies and procedures.
- Responsible to have completed orders reconciled versus payments received and manage payment aging follow up with business till payment receipt and confirmed in bank account by finance.
- Responsible for the validation and accurate and on time payment of services provided by vendors.
- Support negotiations with vendors to obtain favourable pricing on products or services as needed.
- Ensuring that customer orders are accurately fulfilled by processing orders through computer systems, communicating with 3PL, or arranging for shipping services as necessary.
- Job Requirements:_

**Qualifications**
- Degree in Industrial / Systems / Manufacturing / Process / Engineering, Quality Management, Process Excellence, Management Systems or similar.
- Extensive & proven experience in Order Fulfilment Management, Logistics / Warehouse management, Supply Chain Management, Customer and After Sales Services.
- Certification in relevant tools or methodologies (e.g., GWP, GPM, Lean, other relevant certification for order management) is a plus.

**Experience**:

- More than 5 years work experience
- Strong leadership and team management skills, with experience managing multiple teams and projects.
- Project management experience, including the ability to manage multiple projects simultaneously.
- 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 fas

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