The E-Commerce Operations Supervisor is responsible for overseeing daily e-commerce operations, ensuring timely order fulfillment, maintaining operational efficiency, achieving shipment and service KPIs, and leading the operations team to deliver excellent customer experience.

Key Responsibilities

1. Daily Operations Management

Supervise and manage day-to-day e-commerce operations, ensuring smooth order processing from order placement to delivery.
Monitor order flow and ensure all orders are processed within the required Service Level Agreement (SLA).
Identify and resolve operational issues that may impact fulfillment performance.

2. Late Shipment Control & Fulfillment Performance

Monitor late shipment reports and overdue orders on a daily basis.
Investigate root causes of shipment delays and implement corrective actions promptly.
Coordinate with Warehouse, Inventory, Procurement, and Logistics teams to ensure timely order fulfillment.
Track and improve key fulfillment metrics, including Late Shipment Rate (LSR) and Order Processing Time.
Escalate critical shipment issues and provide regular performance updates to management.

3. Order Fulfillment & Inventory Management

Ensure accurate picking, packing, and shipping processes.
Monitor inventory availability to prevent stock shortages and order cancellations.
Work closely with inventory teams to resolve stock discrepancies and fulfillment issues.
Ensure inventory accuracy across all e-commerce platforms and systems.

4. Marketplace & Platform Performance Management

Monitor and maintain healthy performance metrics across e-commerce platforms such as Shopee, Lazada, TikTok Shop, and company websites.
Ensure compliance with platform policies and operational requirements.
Track KPIs including Late Shipment Rate, Cancellation Rate, Return Rate, Seller Performance Score, and Customer Ratings.
Support campaign preparation and execution to ensure operational readiness during promotional periods.

5. Team Leadership & Staff Management

Supervise, coach, and develop the e-commerce operations team.
Set team objectives and monitor performance against KPIs.
Conduct training and ensure adherence to company SOPs and operational standards.
Foster a productive and results-driven working environment.

6. Customer Experience & Issue Resolution

Collaborate with Customer Service teams to resolve order-related issues and customer complaints.
Ensure operational issues affecting customer satisfaction are addressed promptly.
Drive continuous improvement initiatives to enhance customer experience.

7. Reporting & Continuous Improvement

Prepare daily, weekly, and monthly operational performance reports.
Analyze operational data to identify trends, bottlenecks, and improvement opportunities.
Recommend and implement process improvements to increase efficiency, productivity, and service quality.
Support management with operational insights and performance reviews.

SLL Machinery Hardware Sdn Bhd