Job Description

About the Role

The ideal candidate is detail-oriented, solutions-driven, and thrives in fast-paced e-commerce environments. This role will focus on managing order fulfillment across various online platforms, coordinating with logistics and warehouse teams, and ensuring an exceptional customer experience from pre-purchase to post-purchase.

You will work closely with a support team member who assists with customer inquiries and fulfillment, ensuring smooth coordination across all operational touchpoints. This role also involves maintaining service records, and driving process improvements that support business growth and customer satisfaction.

Key Responsibilities

Coordinate and oversee the daily order fulfillment process across e-commerce platforms (Lazada, Shopee, TikTok Shop etc.). Liaise with logistics partners and internal warehouse teams to track shipments, resolve delivery issues, and minimize fulfillment delays or errors. Serve as the first point of contact for both pre-purchase and post-purchase customer inquiries--responding to product questions, assisting with buying decisions, troubleshooting product issues, managing returns or exchanges, and processing warranty claims. Work collaboratively with a support team member who assists in pre-purchase communication and fulfillment preparation to ensure seamless operations. Monitor and maintain operational SOPs to deliver a consistent and high-quality customer experience. Update product warranty records and maintain accurate documentation for repairs, replacements, and service cases Collaborate with the sales and marketing teams to support campaign execution, stock preparation, and peak-season operations. Provide operational insights and suggestions to improve fulfillment efficiency, reduce costs, and enhance customer satisfaction. Generate basic reports using Excel on order volume, fulfillment performance, customer feedback, and issue resolution to support continuous improvement.

Qualifications

Familiarity with online sales platforms such as Lazada, Shopee, TikTok Shop, and backend systems like Shopify, and inventory/fulfillment tools. Basic proficiency in Excel for order tracking, reporting, and simple data analysis. Strong organizational skills with the ability to manage multiple workflows and meet tight deadlines. A proactive, problem-solving mindset with the initiative to identify and resolve issues independently. Excellent verbal and written communication skills, with a customer-first attitude and experience handling service escalations professionally--both before and after purchase. High attention to detail, especially in managing order data, customer information, and service documentation.
Job Types: Full-time, Permanent

Pay: RM2,999.00 - RM3,000.00 per month

Benefits:

Free parking Opportunities for promotion
Work Location: In person