Head of Fulfilment

Aafiyat Marketing Sdn. Bhd.; Alor Setar; On-site; MYR 180,000 - 300,000; Full time

Job summary

Aafiyat Marketing Sdn. Bhd. in Malaysia seeks a Head of Fulfilment to lead the Fulfilment Department and ensure cost-effective processing of customer orders across sales platforms.

The role oversees end-to-end fulfilment, inventory planning, courier coordination and returns, with a focus on SLAs, accuracy and continuous improvement to support growth and customer satisfaction. You will manage multi-platform order processing and lead a team.

Responsibilities

• Lead Fulfilment Department covering Order Management, Inventory Planning, Operations and Customer Support.
• Translate supply chain strategies into operational fulfilment goals aligned with organisational objectives.
• Ensure fulfilment processes comply with company policies, SLAs and marketplace requirements.
• Drive continuous improvement across workflows, system automation and cost efficiency.
• Oversee multi-platform order processing across DS App, BizApp, Shopee, Lazada, TikTok, Acore and other platforms.
• Monitor courier performance and address gaps to ensure on-time delivery.

Job description

Order Management. Inventory Planning. Courier & Logistics.

We are looking for a Head of Fulfilment to lead the Fulfilment Department and ensure the efficient, accurate and cost-effective processing of customer orders across our sales platforms.

This role oversees the end-to-end fulfilment cycle, covering order management, inventory planning, fulfilment operations, courier and logistics coordination, fulfilment-related customer support and returns. The role is responsible for ensuring fulfilment activities meet required service levels, optimising resources and driving continuous improvement to support business growth and customer satisfaction.

WHAT YOU'LL DO

Strategic Leadership & Department Oversight

Lead and manage the Fulfilment Department covering Order Management, Inventory Planning, Operations and Customer Support.

Translate supply chain strategies into operational fulfilment goals aligned with organisational objectives.

Ensure fulfilment processes comply with company policies, SLAs and marketplace requirements.

Drive continuous improvement initiatives across operational workflows, system automation and cost efficiency.

Oversee multi-platform order processing across DS App, BizApp, Shopee, Lazada, TikTok, Acore and other sales platforms.

Ensure order processing meets established SLAs.

Govern courier performance, including DHL, NinjaVan, Pos Malaysia and other relevant courier partners.

Ensure dispatch timeliness and address courier service gaps.

Resolve escalated order discrepancies, courier issues and high-priority delivery exceptions.

Inventory Planning & Management

Lead inventory planning, stock allocation and replenishment forecasting.

Ensure accurate stock records and availability across multiple platforms.

Approve purchase planning for fulfilment-related materials, including packaging materials and bubble wrap.

Fulfilment Operations

Oversee fulfilment operations, including packing lines, buffer team and bubble wrap cutting team.

Monitor throughput capacity, productivity and manpower deployment to meet peak demand.

Enforce quality checks and accuracy in packing and dispatch processes.

Customer Support & Returns

Supervise fulfilment-related customer support and ensure timely resolution of parcel-related enquiries and escalations.

Oversee parcel returns and reverse logistics in coordination with couriers and sales teams.

Ensure fulfilment-related issues are appropriately resolved.

Reporting & Performance Management

Deliver weekly and monthly fulfilment reports covering orders, courier SLA, inventory, returns and operational efficiency.

Track departmental KPIs including SLA Compliance, Order Accuracy, On-Time Delivery (OTD) and Courier Performance.

Provide insights and recommendations to the Chief Supply Chain Officer to support continuous improvement.

Leadership & People Development

Lead, mentor and develop executives, line leaders and storekeepers within the department.

Foster teamwork, accountability and a culture of operational excellence.

Identify training needs and implement upskilling programmes to strengthen departmental capability.

WHAT WE'RE LOOKING FOR

Experience in fulfilment, order management, inventory planning, operations or logistics.

Experience leading and managing a team within an operational environment.

Strong understanding of order processing, inventory planning, courier coordination and fulfilment operations.

Experience managing service levels and operational performance.

Strong problem-solving and decision-making skills, particularly in handling operational issues and escalations.

Strong leadership and people management skills.

Good communication and coordination skills.

WHY JOIN US?

End-to-End Fulfilment
Lead the full fulfilment cycle across order management, inventory, operations, courier coordination and returns.

Operational Impact
Drive improvements in service levels, order accuracy, delivery performance and operational efficiency.

Team Leadership
Lead and develop executives, line leaders and storekeepers within the Fulfilment Department.

Continuous Improvement
Drive better workflows, system automation and cost efficiency across fulfilment operations.

Working Days: Monday – Friday (8:30 AM – 5:30 PM)

Advertising, Marketing & Communications Services 101-1,000 employees

Established in 2011 OHR Marketing Sdn Bhd also known as Olive House has, since its inception, focused on sourcing and distributing high-quality natural and organic products particularly for the health and wellness segment from countries in North Africa, West Asia, Caucasia and Central Asia including Morocco, Turkey, Azerbaijan, Kyrgyzstan and Uzbekistan.

Since then, Olive House continues to capture the domestic health and wellness market while developing some 2,000 entrepreneurs as affiliate sales agents

A new parent company known as Aafiyat Holdings Sdn Bhd (was officially established on 1 January 2021) as the corporate umbrella to a number of subsidiaries such as Olive House, Aafiyat Digital, Aafiyat Store and Dulce Media

As the Aafiyat Group ventures into manufacturing and marketing of new products while producing media contents as well as spreads its wings in Southeast Asia, the parent company acts as the growth engine to take the group to the next level

Established in 2011 OHR Marketing Sdn Bhd also known as Olive House has, since its inception, focused on sourcing and distributing high-quality natural and organic products particularly for the health and wellness segment from countries in North Africa, West Asia, Caucasia and Central Asia including Morocco, Turkey, Azerbaijan, Kyrgyzstan and Uzbekistan.

Since then, Olive House continues to capture the domestic health and wellness market while developing some 2,000 entrepreneurs as affiliate sales agents

A new parent company known as Aafiyat Holdings Sdn Bhd (was officially established on 1 January 2021) as the corporate umbrella to a number of subsidiaries such as Olive House, Aafiyat Digital, Aafiyat Store and Dulce Media

As the Aafiyat Group ventures into manufacturing and marketing of new products while producing media contents as well as spreads its wings in Southeast Asia, the parent company acts as the growth engine to take the group to the next level

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