Order Management
- Monitor and manage daily order flow across D2C website and marketplace channels.
- Ensure timely order processing, allocation, and dispatch within defined SLAs.
- Coordinate with warehouse and 3PL partners to ensure smooth order fulfillment.
- Track order exceptions and drive timely resolution.
Inventory Management
- Monitor inventory availability across warehouses and sales channels.
- Ensure inventory synchronization between ERP, WMS, and marketplace portals.
- Support stock replenishment planning and inventory transfers.
- Investigate and resolve inventory discrepancies.
Logistics & Customer Experience
- Coordinate with courier partners and 3PL providers to ensure SLA adherence.
- Track delivery performance and customer service KPIs.
- Monitor returns, RTOs, and reverse logistics processes.
- Support customer issue resolution related to fulfillment and delivery.
Reporting & Analytics
- Prepare daily, weekly, and monthly operational reports.
Track and report key metrics such as:
o Order Acceptance Rate (OAR)
o On Time In Full (OTIF)o Order Fill Rate (OFR)
o Order Acceptance Rate (OAR)
o On Time In Full (OTIF)o Order Fill Rate (OFR)
o Dispatch SLA Compliance
o Inventory Accuracy
o Return and RTO Rates
- Analyze operational trends and identify improvement opportunities.
Process Improvement
- Support automation and process optimization initiatives.
- Participate in continuous improvement projects to enhance productivity and customer experience.
- Ensure compliance with SOPs and operational controls.
Requirements
- Strong analytical and problem-solving skills.
- Good knowledge of e-commerce fulfillment processes.
- Advanced Excel and reporting skills.
- Strong communication and stakeholder management.
- Attention to detail and execution excellence.
- Ability to work in a fast-paced environment and manage multiple priorities.