Order and Fulfilment Manager

Supply chain and logistics
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Golden Triangle, Kuala Lumpur, Kuala Lumpur

About The Job

Reporting to the Head of Customer Service, you will be responsible for:

  • To plan and forecast call volume demand to ensure adequate resources for the CS and understand CS operation requirement. Continuously developing and enhancing forecasting management to support CS strategies on short-term, medium-term and long-term to meet the Lazada performance standards.

  • Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities.

  • To collect, analyze and process CS data on daily / weekly / monthly / quarterly/half yearly basis to generate accurate / defined forecasting matrix to improve CC operation efficiency (eg. Change of operation start time).

  • Oversee internal and external reporting and analytics for Lazada CS. To prepare reports, analyzes and ongoing trends/problems which affect KPI achievement and operation efficiency, as and when required by management.

  • Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency.

  • Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.

  • Review and analyze the Center Performance Reports for both internal and external stakeholders.

  • Coordinate with Regional Order Processing and Payments Manager on a regular basis to improve the process.

  • Coordinate with WH manager/buying / sourcing on the returns/replacement process to solve the customer’s issues.

  • Manage the staffing for his team with the head of CS, specifically for promo days.

  • Monitor OMS Breach Report.

  • Monitor and track the quality of the user experience in terms of order processing.

  • Monitor the backlogs for all the OMS and ZD queues on Cancellations / Returns / Refunds / Replacements. 

  • Being involved in staff recruitment and appraisals and through KPI management track personal and department performance against goals set. Develop an approach to succession planning that anticipates change and develops and groom staffs with high potential.

Your Requirements

  • Minimum 3-5 years’ experience in customer service analytics and reporting.

  • Experience in working in a Call Centre and possess strong customer service background

  • Proficient in English and Bahasa Malaysia – both written and spoken

  • Proficient in Microsoft Excel and PowerPoint

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Our Culture


Lazada is Southeast Asia’s number one online shopping and selling destination, with a presence in Malaysia Indonesia, Philippines, Singapore, Thailand and Vietnam. 
We are pioneering e-commerce across some of the fastest growing countries in the world by offering a fast, secure and convenient online shopping experience with a broad product offering in categories ranging from fashion, consumer electronics to household goods, toys and sports equipment
With our tremendous growth, we seek dynamic, entrepreneurial, broad-minded individuals to join us.
Hone your creativity, invent and innovate, and set your own highest standards within a nurturing, equal opportunity environment.
As a young and dynamic company, Lazada is the place for you to grow and develop your career. 


We are all entrepreneurs and owners at Lazada. We have a holistic view of the company’s strategy, and are accountable to drive the end result.

We know what our customers and sellers need and want, and work to deliver the best experience.

We prefer to set our own highest standards than follow what others have prescribed. We invent, innovate and implement at a high quality and speed, with no compromise.

We are confident but humble in the pursuit of high standards. We all have an obligation to challenge if we disagree.

We voice our case, agree to disagree and then commit whole-heartedly. We are open-minded, honest and respectful, forging an environment built on trust.