eCommerce Fulfillment Lead
eCommerce Fulfillment Lead
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Job Description
Lovisa is fastfashion Retail
Lovisa is global and its growth is infectiously energetic
See us atcareers.lovisa.com
Purpose and Expectation
As eCommerce Fulfilment Lead you will be responsible for leading the endtoend fulfilment process for United Kingdom and Switzerland market online customer orders.
This includes leading of the OFC (Online Fulfilment Centre) to defined operational KPIs analytics and reporting for the global online network operations including order fulfilment managing final mile partners DC Safety & Compliance Inventory Management and delivering market leading delivery time to customers.
ROLE OVERVIEW
Operations Management
Oversee daily warehouse operations including receiving storing inventory management and dispatching goods.
Ensure efficient space utilization and maintain accurate inventory records.
Implement and maintain warehouse policies and procedures.
Order Fulfillment: Accurate and timely processing picking packing and delivery of all online/B2C customer orders returns and exchanges.
Manage Shopify Platform: Follow up on outstanding orders fulfill any EGift Cards and amend any customer details.
Staff Supervision and Management
Recruit train supervise and evaluate warehouse staff.
Develop staff schedules and assign tasks to ensure smooth operations.
Foster a safe and collaborative working environment.
People Management: Train and manage the UK OFC Online Team.
Compliance and Safety
Ensure compliance with local health and safety regulations.
Conduct regular safety audits and implement safety programs.
Maintain security protocols to protect warehouse assets.
Ensuring Safe Operation: Ensure the safe operation of the distribution centre (DC) and keep up with compliance needs.
Inventory Control
Monitor inventory levels and perform regular stock checks.
Implement inventory control procedures to minimize discrepancies.
Coordinate with Merchandise & Loss prevention teams to manage inventory effectively.
Manage DC consumables (packaging labels stationary etc.) and place orders in timely manner.
Logistics Coordination
Coordinate inbound and outbound logistics with suppliers transport companies and customers.
Optimize transportation routes and methods to reduce costs and improve efficiency.
Ensure timely delivery and distribution of goods.
Managing Partners: Manage daytoday relationships with outbound 3PLs and carriers.
Quality Control
Maintain quality control standards for incoming and outgoing goods.
Address and resolve any quality issues or discrepancies.
Implement quality assurance processes and continuous improvement initiatives.
Customer Goals: Delight customers with prompt processing and delivery accurate picking and customerfriendly packaging.
Budget Management
Prepare and manage the warehouse budget.
Monitor expenses and identify costsaving opportunities.
Assist with or negotiate contracts with suppliers and service providers.
Technology and Systems Management
Manage warehouse management systems (WMS) and other relevant technologies.
Ensure accurate data entry and recordkeeping.
Utilize data analytics to optimize warehouse operations.
Manage Shopify Platform
Analytics and Reporting
Prepare regular reports on warehouse performance including KPIs.
Maintain accurate and uptodate documentation for all warehouse activities.
Report any issues or discrepancies to senior management.
Analytics & Reporting: Accountable for all analytics for the Asia online network including lead times SLA (Service Level Agreement) adherence sales and order forecasts cost to serve and ad hoc requests.
Commercial Reporting: Continuously drive down the cost to serve and provide commercial reporting to various stakeholders.
Continuous Improvement & Process Management
Ensure documentation of all online processes (SOPs).
Drive continuous improvement at the site improving processes and reducing cost
Customer Service
Liaise with customer service to ensure their requirements are met.
Handle Zendesk tickets effectively and in a timely manner.
Maintain high levels of customer satisfaction ensuring the DC meets DIFOT standards.
Customer Goals: Delight customers with prompt processing and delivery accurate picking and customerfriendly packaging.
Safety & Risk Management
Identify potential risks and develop mitigation strategies.
Implement security measures to safeguard warehouse assets.
Prepare for and respond to emergencies and disruptions.
Troubleshooting: Proactively escalate issues to ensure rapid recovery and application of learnings.
Always ensure a clean and safe working area for the team.
Report safety incidents immediately to line Manager.
Perform safety audits.
Supporting Organizational Strategy
Support the organizational strategy of significant growth via the online channel through innovative costeffective solutions to delight our customers.
Additional Requirements
Cultural Sensitivity: Understanding and respecting local customs and work culture is crucial.
Language Skills: Proficiency in Malay and English is often required; additional local languages can be beneficial.
Regulatory Knowledge: Staying updated with Malaysian laws and regulations related to warehousing Labor and trade.
ATTRIBUTES REQUIRED
- Leadership and People Management
- Performance management
- Excellent communicator with skills and ability to interact with people across all levels.
- Prior experience in retail DC or Online Fulfilment Centre
- Strong excel skills.
- Strong attention to detail and problemsolving skills
- Ability to work to deadlines.
- Working calmly and efficiently under pressure
- Time management skills
- Operate effectively in both a team and autonomous environment.
- Respect for procedures and business requirements.
- Language proficiency in English.
- Flexibility to adapt to changing environments and requirements.
- Ability to prepare and manage KPIs monitor expenses and identify costsaving opportunities.
We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence by supporting our culturally diverse team around the world.
Employment Type
Full Time
