Customer Service, Logistic and Fulfillment Coordinator

White Houze Food; Penang; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading food e-commerce company based in Penang is looking for a Customer Service, Logistic and Fulfillment Coordinator to guide their Ecommerce Fulfillment Team. The role involves processing and packing orders, managing customer interactions via various platforms, and coordinating with logistics to resolve any discrepancies. Candidates should have strong customer service skills and the ability to oversee fulfillment processes effectively. This position is crucial for maintaining high customer satisfaction levels and ensuring smooth operations.

Qualifications

• Proficient in handling customer enquiries and feedback on various platforms.
• Experience managing logistics coordination and fulfillment processes.
• Strong organizational skills in packing and processing orders.

Responsibilities

• Guide the Ecommerce Fulfillment Team in order processing.
• Manage customer enquiries through multiple channels.
• Coordinate with logistics to resolve order issues.
• Process cancellations, returns, and refunds.
• Monitor and follow up on delivery statuses.

Skills

Customer service skills

Logistics coordination

E-commerce platform management

Effective communication

Job description

Customer Service, Logistic and Fulfillment Coordinator

Become the Leader for the Ecommerce Fulfillment Team, guiding the team to process and pack orders accordingly.

Handle customer enquiries via Shopee, Lazada, WhatsApp, email, and social media

Manage customer reviews, ratings, and feedback on e-commerce platforms

Coordinate with logistics and fulfillment teams to resolve order discrepancies

Process cancellations, returns, and refund requests accurately

Maintain updated product knowledge to assist customers effectively

Ensure all customer interactions follow brand tone and service standards

Manage courier bookings, airway bills, and shipping documentation

Monitor delivery status and follow up on delayed, stuck, or failed deliveries

Liaise with courier partners (J&T, Ninja Van, DHL, etc.) for issue resolution

Assist in fulfillment planning during campaigns and promotions

Reduce packing errors, delays, and customer complaints

Coordinate picking, packing, and labeling of online orders

Ensure correct items, quantities, and packaging are prepared