Order Management - B2C Associate

Etaily; Biñan, Hinoba-an; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Etaily is seeking a Fulfillment Operations Lead to own day-to-day B2C order control across fulfillment center partners and marketplaces. You will drive order release, oversee SLA adherence, and manage backlogs and partner relationships.

You’ll work with OMS/WMS systems and cross-functional teams to optimize performance and reporting. You will analyze data, maintain dashboards, and implement process improvements with the Fulfillment & Logistics Manager, ensuring robust controls and timely

Qualifications

• College diploma or equivalent.
• Experience in e-commerce fulfillment, warehousing, or order management.
• Proficient in OMS, WMS, marketplace platforms.
• Advanced Google Sheets for trackers and dashboards.
• Detail-oriented with knowledge of fulfilment SLAs, controls, RCA and continuous improvement.

Responsibilities

• Spearhead B2C order processing and release across assigned fulfillment center partners from OMS/marketplace release through fulfillment and courier handover.
• Ensure orders meet marketplace SLAs, validate status, inventory allocations, holds, cancellations and exceptions within cut-off times.
• Build and maintain order visibility and tracking controls; oversee open, aging, delayed and at-risk orders to clear backlogs with FC partners.
• Deliver timely KPI reports and dashboard updates; analyze fulfillment trends, SLA performance and root causes for reviews.
• Monitor marketplace SLA performance; track seller-fault cancellations and late dispatches; prepare evidence for marketplace penalty appeals.
• Collaborate with FC partners and internal teams (Channel, CS, Inventory, Transport) to resolve blockages and streamline handoffs.
• Manage OMS, WMS and integration exceptions; maintain detailed logs and coordinate resolutions for allocation or status errors.
• Perform RCA and CAPA for recurring errors or delays across partners.
• Provide feedback and SOP documentation to refine fulfillment processes.

Skills

Communication

Stakeholder management

Detail oriented

Problem solving

RCA & CAPA knowledge

Data dashboards & analytics

Education

College diploma or equivalent

Logistics or Supply Chain certification

Tools

OMS

WMS

Marketplace seller centers

Order tracking databases

Job description

Principal Duties & Responsibilities

The purpose of this role is to own the day-to-day control of B2C orders across Etaily fulfillment center partners and marketplaces, which encompasses spearheading order release and fulfillment, ensuring orders are handed over within applicable marketplace SLAs, managing order backlogs and system exceptions, and proper management of third-party fulfillment partners and external marketplace stakeholders. The role's functional scope acts as a centralized operational control point across cross-FC operations, inventory, customer service, and transport functions.

You are expected to anchor the function and drive execution through the guidance of the Fulfillment & Logistics Manager. You will report to the Fulfillment & Logistics Manager, champion B2C order management processes, and establish and maintain proper structural controls in order releasing, aging management, OMS/WMS integration exceptions, and marketplace appeals. This person should be highly confident with platform technology and systems, using OMS, WMS, and marketplace tools to their full potential to automate tracking, monitor SLAs, and maintain standardized trackers and reporting dashboards.

The ideal candidate understands the intricacies of e-commerce fulfillment operations, warehousing, and logistics SLAs, and is exceptionally comfortable working with operational data. This person will work closely with the Fulfillment & Logistics Manager and cross-functionally with Channel, Customer Service, Inventory, and Transport leads, advising them on order status updates, root-cause analyses, and process optimizations.

Job Responsibilities:

• Spearhead B2C order processing and release across assigned fulfillment center partners from OMS/marketplace release through fulfillment and courier handover.
• Ensure that orders comply with marketplace SLAs, validating order status, inventory allocations, holds, cancellations, and fulfillment exceptions within cut-off deadlines.
• Build and maintain order visibility and tracking controls, maintaining daily oversight of open, aging, delayed, and at-risk orders to clear backlogs with FC counterparts.
• Deliver timely, accurate KPI reports and dashboard updates, analyzing fulfillment trends, SLA performance, and root causes for WBR/MBR inputs.
• Monitor and maintain marketplace SLA performance, tracking seller-fault cancellations and late dispatches while preparing supporting evidence for marketplace penalty appeals.
• Work closely with FC partners and internal teams (Channel, CS, Inventory, Transport) to resolve order blockages, clarify client issues, and streamline operational handoffs.
• Manage OMS, WMS, and system integration exceptions, maintaining detailed exception logs and coordinating swift resolutions for inventory allocation or order status errors.
• Perform root-cause analysis (RCA) and corrective action plans (CAPA) for recurring errors, delivery delays, or SLA misses across fulfillment partners.
• Provide timely feedback and SOP documentation, documenting operational controls and continuous improvement recommendations to refine fulfillment ways of working.

Job Requirements:

• College diploma or equivalent; additional education or certification in Logistics, Supply Chain Management, Operations, or a related field is a plus.
• Relevant experience in e-commerce fulfillment, logistics operations, warehousing, inventory, or order management functions.
• Proficient in e-commerce systems (OMS, WMS, marketplace seller centers, and order tracking databases).
• Advanced Google Workspace skills (Google Sheets) with the ability to maintain trackers, build operational dashboards, and analyze datasets.
• Detail-oriented and problem-solving attitude, with working knowledge of fulfillment SLAs, operational controls, RCA, and continuous improvement frameworks.
• Strong communication and stakeholder management skills, with the ability to coordinate effectively across internal teams and external 3PL partners.