Logistics, Fulfilment, and Customer Service Coordinator

2 weeks ago

Penang, Malaysia WHITE HOUZE FOOD SDN. BHD. Full time 30,000 - 60,000 per year

Job Description

Order Fulfilment:

  1. Manage the packing and shipping of orders across e-commerce platforms, resellers, and the offline store, ensuring timely and efficient execution.

  2. Oversee the entire order fulfilment workflow, including inventory allocation, packaging, labelling, and shipment documentation.

  3. Track shipments in real time to identify potential delays and proactively communicate with logistics providers to resolve issues.

  4. Coordinate with warehouse and production teams to ensure stock readiness for order fulfilment.

  5. Develop and implement standard operating procedures (SOPs) for packing and shipping to minimize errors and improve consistency.

Customer Service:

  1. Serve as the primary point of contact for customer inquiries, complaints, and feedback received via email, phone, and social media channels.

  2. Investigate and resolve issues related to orders, including incorrect deliveries, product damages, or dissatisfaction.

  3. Process refunds, returns, and exchanges promptly, adhering to company policies and maintaining customer trust.

  4. Regularly update customers on order statuses, shipment delays, or any changes impacting their orders.

  5. Maintain a centralized customer service database to track issues, analyze trends, and generate insights for improvement.

Process Optimization:

  1. Identify bottlenecks and inefficiencies in the fulfillment process and propose solutions to streamline operations.

  2. Develop clear communication protocols with logistics providers to ensure seamless coordination and timely updates.

  3. Analyze packaging methods and materials to optimize costs while maintaining product integrity during transit.

  4. Collaborate with the Inventory Specialist to ensure adequate stock levels for high-demand products and prevent fulfillment delays.

  5. Conduct regular performance reviews of logistics partners and propose changes if service levels do not meet expectations.

  6. Monitor inventory levels for packaging and stationery items. Maintain, update and place orders with suppliers when stock reaches par level. Perform quality checks on received goods and report any discrepancies.

  7. Maintain records of supplier contacts, pricing, and delivery terms for easy reference.

KPIs:

  1. On-Time Delivery Rate: Achieve a 98% on-time delivery rate for all orders.

  2. Order Accuracy: Maintain an order accuracy rate of 99% by minimizing picking, packing, and labeling errors.

  3. Customer Satisfaction: Maintain a satisfaction score of 90% or higher, based on post-purchase surveys and feedback.

  4. Response Time: Respond to 95% of customer inquiries within 24 hours, ensuring prompt and effective communication.

  5. Issue Resolution: Resolve 90% of delivery-related issues and customer complaints within 48 hours, minimizing disruption to customer experience.

  6. Efficiency: Reduce average packing time per order by 10% within the first year by streamlining packing workflows.

  7. Return Rate: Keep return/refund rates below 3% by ensuring order accuracy and proactive customer communication.

  8. Cost Optimization: Achieve a 10% reduction in logistics costs per order by improving packaging efficiency and negotiating with logistics providers.

  9. Logistics Partner Performance: Ensure 95% adherence to service level agreements (SLAs) by logistics partners, including delivery timelines and condition of goods.

  10. Customer Retention: Increase repeat purchase rates by 15% annually through improved service and communication quality.

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