E-Commerce Fulfilment & Warehouse Supervisor

Onthego F&B Industry Sdn. Bhd. (1581768-H); Bandar Baru Salak Tinggi; On-site; MYR 67,000 - 100,000; Full time

Job summary

ONTHEGO is seeking an experienced E-Commerce Fulfilment & Warehouse Operations Supervisor to lead our daily warehouse and e-commerce fulfilment activities. You will oversee a 7–8 person team, ensure orders from TikTok Shop, Shopee and Shopify meet SLA, and maintain inventory accuracy and operational reporting.

You will conduct daily roll calls, allocate manpower, monitor productivity, and drive continuous improvements across processes, systems and courier performance.

Qualifications

• Diploma or degree in Logistics, Supply Chain, Business Administration, Operations Management or related field is preferred.
• Minimum 2–3 years of experience in warehouse, e-commerce fulfilment, logistics or operations, preferably with previous team supervisory experience.
• Experience managing frontline operational teams is highly preferred.
• Experience with TikTok Shop, Shopee, Shopify, WMS, ERP or Order Management Systems will be an advantage.
• Comfortable using Microsoft Excel / Google Sheets for daily operational reporting and KPI monitoring.

Responsibilities

• Lead and supervise daily e-commerce fulfilment covering picking, packing, checking, staging, dispatch and courier handover for TikTok Shop, Shopee and Shopify.
• Conduct daily roll calls / morning briefings, communicate order volume, daily targets, operational priorities, staff allocation and outstanding issues.
• Plan daily manpower deployment and assign responsibilities based on order volume and campaigns.
• Monitor order backlog and ensure dispatch within SLA and courier cut-off.
• Track fulfilment productivity, accuracy, and KPI performance.
• Take corrective action when productivity falls behind target, including manpower changes.
• Coordinate courier collections and monitor pickups and delays.
• Manage failed deliveries, returns, refunds and replacements with relevant departments.
• Inspect returned goods and determine restocking or disposition actions.
• Maintain records for damaged goods, stock write-offs, returns and losses.
• Oversee inbound stock receiving, checking, put-away and storage with Warehouse PIC.
• Ensure PO/DO/Goods Received accuracy and discrepancy reporting.
• Maintain stock control, locations, batch tracking, expiry, FIFO/FEFO and cycle counts.
• Conduct stock reconciliation and investigate variances.
• Ensure marketplace and internal systems reflect accurate stock levels to prevent overselling.
• Monitor packaging materials and warehouse consumables to avoid disruptions.
• Maintain warehouse layout, cleanliness, safety and 5S standards.
• Ensure SOPs for fulfilment, receiving, stock handling, returns and dispatch are followed.

Skills

Team leadership

E-commerce operations

Inventory control

Data reporting

Excel/Sheets proficiency

Education

Diploma or Degree in Logistics/Supply Chain/Business Admin/Operations Management

Tools

WMS

ERP systems

Shopify

Shopee

TikTok Shop

Job description

E-Commerce Fulfilment & Warehouse Supervisor

ONTHEGO is looking for an experienced E-Commerce Fulfilment & Warehouse Operations Supervisor to lead our daily warehouse and e-commerce fulfilment operations. This is a hands-on supervisory role responsible for ensuring orders from TikTok Shop, Shopee and Shopify are processed accurately, dispatched within platform SLA and courier cut-off requirements, while maintaining strong control over inventory, returns, warehouse discipline and operational reporting.

You will lead a fulfilment and warehouse team of approximately 7–8 team members, conduct daily roll calls, assign manpower and daily targets, monitor team productivity throughout the day, and ensure operational issues are resolved before they affect fulfilment performance. The role reports directly to the Head of Finance & Operations.

Key responsibilities

Lead and supervise daily e-commerce fulfilment covering picking, packing, checking, staging, dispatch and courier handover for TikTok Shop, Shopee and Shopify.

Conduct daily roll calls / morning briefings, communicate order volume, daily targets, operational priorities, staff allocation and outstanding issues.

Plan daily manpower deployment and assign clear responsibilities based on order volume, campaigns, launches and operational requirements.

Monitor order backlog throughout the day and ensure all eligible orders are dispatched within marketplace SLA and courier cut-off requirements.

Track fulfilment productivity, packing output, order accuracy, late dispatch risk and individual/team KPI performance.

Take immediate corrective action when productivity falls behind target, including manpower redistribution and operational escalation.

Coordinate courier collections, monitor missed pickups, delayed scans, parcel handover issues and courier service performance.

Monitor picking, packing and shipment errors, investigate root causes and implement corrective actions.

Manage failed deliveries, Return-to-Sender (RTS), customer returns, refunds and replacement orders in coordination with Customer Service and relevant departments.

Inspect returned goods and determine appropriate action including restocking, quarantine, disposal, replacement or further investigation.

Manage damaged, defective or rejected stock, including segregation, documentation and coordination for return to factory, supplier or contract manufacturer.

Maintain records for damaged goods, stock write-offs, returned inventory and operational losses.

Supervise incoming stock receiving, quantity checking, condition inspection, documentation, put-away and storage together with the Warehouse PIC.

Ensure Purchase Order / Delivery Order / Goods Received records are properly checked and discrepancies are reported immediately.

Maintain proper inventory control including stock movement records, SKU locations, batch tracking, expiry control, FIFO/FEFO and cycle counting.

Conduct regular stock reconciliation and investigate stock variances, missing inventory and system-versus-physical discrepancies.

Ensure marketplace and internal systems reflect accurate stock levels to reduce overselling and fulfilment issues.

Monitor packaging materials, cartons, pouches, airway bill labels and other warehouse consumables to prevent operational disruption.

Maintain proper warehouse layout, storage discipline, cleanliness, safety and 5S standards.

Ensure all warehouse staff follow company SOPs for fulfilment, receiving, stock handling, returns and dispatch.

Conduct onboarding, training and coaching for new and existing fulfilment staff.

Monitor attendance, punctuality, break schedules, discipline and staff productivity, and elevate repeated performance issues when necessary.

Prepare daily operational reports covering orders received, orders fulfilled, outstanding orders, fulfilment rate, manpower productivity, errors, returns, courier issues and stock issues.

Prepare weekly operational reports summarising KPI performance, recurring problems, stock discrepancies, staff performance and operational improvement actions.

Prepare monthly warehouse and fulfilment performance reports covering fulfilment SLA, productivity trends, returns/refunds, damaged goods, stock accuracy, courier performance and improvement recommendations.

Maintain records and documentation for marketplace violations, fulfilment incidents, parcel disputes, inventory discrepancies and operational claims.

Coordinate closely with Customer Service, Finance, Procurement, Production, Marketing and Management during campaigns, launches and high-volume periods.

Identify operational bottlenecks and continuously recommend improvements to manpower planning, warehouse layout, SOP, workflow, equipment, systems and automation.

Remain hands-on and support physical fulfilment operations during peak periods, emergencies or unexpected manpower shortages while continuing to supervise overall floor performance.

Requirement

Diploma or Degree in Logistics, Supply Chain, Business Administration, Operations Management or related field is preferred

Minimum 2–3 years of experience in warehouse, e-commerce fulfilment, logistics or operations, preferably with previous team supervisory experience

Experience managing a frontline operational team is highly preferred

Experience with TikTok Shop, Shopee, Shopify, WMS, ERP or Order Management Systems will be an advantage

Comfortable using Microsoft Excel / Google Sheets for daily operational reporting and KPI monitoring

Strong leadership skills with the ability to give clear instructions, maintain discipline and hold team members accountable

Able to work in a fast-moving environment where fulfilment deadlines and platform SLA requirements are critical

Must be organised, firm, proactive and comfortable spending most of the working day on the warehouse floor