: 1. Order Processing & Fulfillment Management:

• Monitor and manage the end-to-end order fulfillment process, ensuring all orders are processed and dispatched within the targeted timelines.
• Collaborate with the warehouse team to prioritize order picking, packing, and ensure accurate order fulfillment.
• Verify order details and customer information to prevent errors in the fulfillment process.

2. Delivery & Shipment Coordination:

• Work closely with 3PL partners to coordinate timely pickups and deliveries for customer orders.
• Track shipments and delivery timelines, proactively addressing any delays or issues to meet customer expectations.
• Manage escalations related to delayed deliveries, damaged shipments, and coordinate swift resolutions.

3. 3rd Party E-commerce Marketplace Management:

• Cataloging & Assortment Management: Ensure the accurate and timely listing of products across all 3rd party e-commerce marketplaces, such as Amazon, Noon, and other regional platforms.
• Pricing & Promotion Management: Manage product pricing, promotions, and discounts on marketplace platforms to stay competitive, ensuring timely offer uploads for campaigns and sales periods.
• Visibility & Performance Optimization: Monitor and enhance product visibility on marketplaces by optimizing keywords, updating content, and aligning with marketplace promotional opportunities.
• Inventory Coordination: Ensure adequate stock levels on all marketplaces by coordinating with the inventory and buying teams, minimizing out-of-stock situations to maximize sales.

4. Returns & Reverse Logistics Management:

• Oversee returns and exchanges, ensuring that returned products are processed efficiently and restocked as appropriate.
• Collaborate with customer service to resolve return-related queries and follow up with logistics partners for smooth reverse logistics.
• Generate and maintain reports on returns to understand trends and improve fulfillment accuracy.

5. KPI Monitoring & Reporting:

• Track key operational metrics, such as on-time delivery rate, order processing time, marketplace sales performance, and fulfillment accuracy.
• Generate daily and weekly reports on order fulfillment, marketplace sales, delivery timelines, and exception handling.
• Provide insights into fulfillment performance, identifying areas for operational improvement to optimize customer satisfaction and sales on external marketplaces.

6. Quality Control & Process Improvement:

• Implement quality checks for order fulfillment accuracy, ensuring products are shipped in good condition.
• Identify bottlenecks in the fulfillment and marketplace management processes, working with relevant stakeholders to implement process improvements.
• Proactively suggest and implement operational changes to enhance efficiency, reduce delivery times, and improve marketplace performance.

7. Customer Experience Support:

• Support the customer service team by providing timely updates on order and delivery status for customer queries.
• Ensure seamless communication between fulfillment and customer support to handle escalations effectively.
• Strive to maintain high levels of customer satisfaction by ensuring timely and accurate fulfillment.

Key Performance Indicators (KPIs): * On-Time Delivery Rate:

• Target on-time delivery rate of at least 95% across all orders.
• Marketplace Sales Growth:

• Meet or exceed monthly and quarterly sales growth targets on each marketplace platform.
• Order Processing Time:

• Achieve average order processing time of under 2 hours for same-day & 6 hours for next day shipments
• Fulfillment Accuracy:

• Maintain fulfillment accuracy rate of over 99% to minimize delivery errors and returns.
• Visibility & Conversion Rate on Marketplaces:

• Improve visibility and conversion rates for product listings on each marketplace by optimizing content, keywords, and promotions.
• Return Rate:

• Monitor and aim to keep the return rate within acceptable limits by ensuring fulfillment accuracy and quality checks.
• Customer Satisfaction Score:

• Track and maintain a high customer satisfaction score related to delivery, fulfillment, and marketplace experience.
• Issue Resolution Time:

• Maintain an average resolution time of under 24 hours for escalated delivery and marketplace issues.

Qualifications & Skills Required:

• Education: Bachelor\'s degree in Business, Logistics, Supply Chain, or a related field.
• Experience: 2+ years in e-commerce operations, logistics, or marketplace management with a focus on delivery, fulfillment, and external marketplaces.
• Technical Skills:

• Proficiency in MS Excel and experience with e-commerce platforms (e.g., Shopify, Magento) and order management systems.
• Familiarity with marketplace management tools, listing optimization, and logistics tracking tools.
• Soft Skills:

• Strong communication skills to liaise with internal teams, 3PL partners, and marketplace account managers effectively.
• Exceptional organizational skills and an eye for detail.
• Problem-solving skills, with the ability to resolve issues related to delivery, order fulfillment, and marketplace management.

Personal Attributes:

• Customer-Centric:

• Has a deep understanding of customer expectations and works to ensure a seamless delivery experience across platforms.
• Analytical Mindset:

• Uses data to make informed decisions and track KPIs that impact delivery, fulfillment, and marketplace performance.
• Proactive:

• Identifies potential delays, marketplace issues, or opportunities for growth early and takes steps to address or capitalize on them.
• Resilient:

• Works well under pressure, especially during peak sales periods, to meet tight timelines and high order volumes.

This role is integral to our e-commerce operations, managing the fulfillment process and maximizing sales and visibility on key marketplaces. If you\'re a highly organized, operationally-focused professional with a passion for driving results across multiple channels, we\'d love to have you on our team!

Apparel Group