Responsibility
- Daily monitoring of warehouse performance:
- Inbound Completion
- Order Fulfillment
- Outbound/ Handover to Last Mile Partners
- Return to Sender (RTS)
- Order Cancellation
- Ticket resolution
- Ensuring that the quality of all services provided meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) by:
- Creating daily backlog reporting
- Creating & sending weekly, monthly, and quarterly performance reports to carriers with deep dive on specific locations affected
- Day to Day Performance escalations / coordination via carrier chat groups to expedite urgent action
- Meeting / exceeding ticket resolution SLAs to fully meet customer expectations
- Tracking and fixing shipping errors in the system
- Coordinating with carriers on warehouse schedules and vice versa
- Coach, manage and develop WH personnel to optimize performance and meet targets and deadlines
- Making special shipping arrangements (i.e. Lalamove or Grab) as necessary
Requirements
- Degree in business, management, logistics or a related field preferred.
- Strong working knowledge of warehouse operations and management.
- Time management skills and the ability to delegate
- Excellent leadership and organizational skills
- Strong communication and interpersonal skills
- Proficiency in Microsoft Office and data entry software
- Problem-solving skills
- Availability to work 6 days per week (QC-based)