We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion LEAP
We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.
Key Accountability:
Order Fulfilment Senior Associate leads order fulfilment team members to ensure the smooth running of daily operations and tracking of all orders from creation to completion. Order Fulfilment Senior Associate will implement business processes and customer service standards developed with Order Fulfilment Manager and coach and guide team members to perform at best levels for the good of the business. Ensure daily order tracking through CRM systems and or other tools, maintain customer information, and monitor contracts or agreements for expiration or renewal.
Additionally, Order Fulfilment Senior Associate will execute inventory monitoring procedures to track and maintain appropriate levels of products triggering / escalating upon identification of stock gaps (i.e. loss/missing or excess) with proposed action plans together with Order Fulfilment Manager. Support Order Fulfilment Manager in collaborating with stakeholders to identify conditions impacting the fulfilment workflow and to develop effective solutions.
Job Responsibilities:
- You will lead a team overseeing the end-to-end order fulfilment management - from receipt of customer order up to successful delivery or return of the order and finally receipt / reconciliation of payment for each order.
- Your task includes, but not limited to: Orders and Payments Reconciliation, Customer Billing, Cash Application for invoices, etc.
- Manage order processing and tracking systems to ensure accurate and timely fulfilment of customer orders.
- Collaborate with sales, customer service, and warehouse teams to address order-related issues and ensure a smooth order fulfilment process.
- Maintain accurate records of orders, shipments, and inventory levels.
- Ensure customer orders are fulfilled in a timely, precise manner and properly recorded.
- Review reports, schedules and supporting documents prepared by team to ensure accurate and complete information before circulating / presenting to management.
- Monitor stock levels and proactively communicate with the inventory management team to ensure product availability.
- Coordinate with logistics partners to ensure on-time delivery and resolve any order fulfilment issues.
- Communicate with customers to provide order status updates, address inquiries, and manage customer expectations.
- Generate reports on order fulfilment progress, including key performance indicators and areas for improvement.
- Stay current with the latest order fulfilment processes, technologies, and industry trends.
- Identify opportunities for process improvement and collaborate with cross-functional teams to implement enhancements.
- Ensure compliance with company policies and procedures for order fulfilment and customer service.
- Keep track of KPI performance and identify KPI deviations for corrective actions.
- Maintaining the SKU master data list - creation, amendments and deletion.
- Update procedures and SOPs for processes handled, ensures administrative requirements to do the day-to-day activities are update.
- Any other ad hoc tasks or new functions assigned by management due to business needs.
Job Requirements:
Qualifications
- Bachelor's degree in Business, Supply Chain Management, or a related field or similar.
- Working experience in Order Fulfilment, Logistics operations is required.
- Certification in relevant tools or methodologies (e.g., GWP, GPM, Lean, other relevant certification for order management) is a plus.
Experience:
- More than 4 years work experience with at least 1+ years in a team lead role
- Customer Service experience is a plus.
- Strong leadership and team management skills, with experience managing multiple teams and projects.
- Ideal if candidate has some working experience in Operations, Business Process Improvements / Transformation, Analytics, Management / Process Advisory in related fields.
- Some familiarity with financial and customer service principles, are added advantage.
Skills/Knowledge:
- Prior experience and familiarity with end-to-end order management and logistics operations
- Meticulous, strong analytical, focused on problem solving and able to interact with the team members and partners to achieve goals.
- Strong ability to analyse, draw conclusions, and execute appropriate actions in response to data. Therefore, advanced Excel capabilities is required.
- A people person who are able to work across functional areas and levels of the organization and to interact at distance.
- Highly adaptable and flexible to accept new ideas, people and procedures and ability to have fun at the same time.
- Leadership skills are essential as well, ability to lead and supervise team and work under tight deadline.
- Ability to take initiative in a fast-moving environment.
Our Perks & Benefits:
- Hybrid, Flexi hours and home workplace subsidy.
- eWallet allowance.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
- Additional leave including family leave and paid care leave to care for family members.
- Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (TCM) and Chiropractic.
- Corporate membership discount and many more to explore.
We believe that you have what it takes to fit into the Touch n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!
Touch n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [Confidential Information]
Note: Only shortlisted candidates will be contacted.
