E-Commerce Fulfilment Manager (Store Ops)

Lotus's Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Lotus's Malaysia is seeking a hands-on E‑Commerce Fulfilment Manager to lead our store-based online order fulfilment operations in Kuala Lumpur. You will drive picking, packing and dispatch, manage the fulfilment team, and coordinate with 3PL partners to deliver a seamless customer experience.

You will monitor KPIs, optimize manpower, and collaborate with store departments to handle substitutions and fresh products while maintaining high service standards in a fast-paced retail environment.

Qualifications

• Bachelor's or Diploma in Business, Retail Management, Supply Chain, Logistics or related field.
• Minimum 5 years in retail operations, e-commerce fulfilment, logistics or warehouse operations.
• At least 2 years of frontline team management experience.
• Experience with online grocery, supermarket fulfilment or last-mile delivery is an advantage.
• Experience coordinating with 3PL providers or delivery partners is preferred.

Responsibilities

• Oversee daily online order fulfilment activities from picking to dispatch.
• Lead and develop the fulfilment team including Team Leaders, Pickers, Marshallers and Admin staff.
• Monitor KPIs such as order fulfilment rate, picking productivity, order accuracy, OTIF and on-time dispatch.
• Coordinate with 3PL partners and drivers to ensure timely collection and delivery.
• Work with store departments to minimise out-of-stock items and manage substitutions for fresh, chilled and frozen products.
• Resolve customer issues and identify opportunities to improve workflow, manpower utilisation and overall efficiency.

Skills

Leadership

Problem-solving

Manpower management

Analytical skills

Hands-on

Education

Diploma or Bachelor's Degree in Business/Retail Management/Supply Chain/Logistics

Job description

We are looking for a hands-on and results-driven E-Commerce Fulfilment Manager to lead our store-based online order fulfilment operations. You will be responsible for ensuring online orders are picked, packed and dispatched efficiently, while managing the fulfilment team and coordinating with third-party logistics (3PL) partners to deliver a seamless shopping experience for our customers.

KEY RESPONSIBILITIES

• Oversee daily online order fulfilment activities, ensuring orders are processed accurately and on time, from picking and marshalling to packing, staging and dispatch.
• Lead and develop the fulfilment team comprising Team Leaders, Pickers, Marshallers and Admin staff. Manage manpower planning, work schedules, productivity and team performance.
• Monitor key performance indicators including order fulfilment rate, picking productivity, order accuracy, OTIF and on-time dispatch. Identify performance gaps and drive improvement initiatives.
• Coordinate with third-party logistics (3PL) partners and delivery drivers to ensure timely order collection and delivery. Resolve dispatch delays, missed collections and delivery-related issues.
• Work closely with store departments to minimise out-of-stock items, manage product substitutions and ensure proper handling of fresh, chilled and frozen products.
• Resolve fulfilment-related customer issues, maintain operational standards and identify opportunities to improve workflow, manpower utilisation and overall fulfilment efficiency.

JOB REQUIREMENTS

• Diploma or Bachelor's Degree in Business, Retail Management, Supply Chain, Logistics or a related field.
• Minimum 5 years of experience in retail operations, e-commerce fulfilment, logistics or warehouse operations.
• At least 2 years of experience managing frontline operational teams.
• Experience in online grocery, supermarket fulfilment or last-mile delivery operations will be an advantage.
• Experience coordinating with 3PL providers or delivery partners is preferred.
• Strong leadership, problem-solving and manpower management skills.
• Good analytical skills with the ability to monitor operational KPIs and drive productivity.
• Hands-on, proactive and comfortable working in a fast-paced retail environment.