Associate, Supply Chain | TNG Digital

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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.

Responsibilities

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
• Working experience in Order Fulfilment, Logistics operations is required.
• Certification in relevant tools or methodologies (e.g., GWP, GPM, Lean) is a plus.

Experience:

• More than 4 years work experience with at least 1+ years in a team lead role.
• Customer Service experience is a plus.
• Strong leadership and team management skills, with experience managing multiple teams and projects.
• 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 is an added advantage.

Skills/Knowledge:

• Prior experience and familiarity with end-to-end order management and logistics operations.
• Meticulous, strong analytical skills, focused on problem solving and able to interact with team members and partners to achieve goals.
• Strong ability to analyze, draw conclusions, and execute appropriate actions in response to data; advanced Excel capabilities are required.
• A people person who can work across functional areas and levels of the organization.
• Highly adaptable and flexible to accept new ideas, people, and procedures.
• Leadership skills are essential, with the ability to lead and supervise a team under tight deadlines.
• 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 caliber. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, color, 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.