Ecommerce Operations Manager

We are seeking a diligent and proactive E-commerce Operations Manager to lead and streamline daily order fulfillment processes within our e-commerce and retail operations. This role involves close coordination with courier companies and the warehouse team to ensure timely deliveries and smooth communication across departments. The ideal candidate will be responsible for monitoring order statuses, resolving operational challenges, and maintaining an efficient workflow between the warehouse, courier partners, and customer support teams to enhance overall customer satisfaction.

Key Responsibilities

Courier & Delivery Management:
- Maintain daily communication with courier companies to guarantee smooth and timely deliveries.
- Monitor shipment statuses, including delayed parcels, failed deliveries, and returned orders.
- Collaborate with courier representatives to address delivery issues, complaints, and operational delays.
- Follow up on pending shipments to ensure customers receive their orders on time.
- Build and sustain strong relationships with courier partners and negotiate improvements in operational processes.
- Track courier performance metrics such as delivery success rates and return-to-origin (RTO) rates.

Warehouse Coordination:
- Work closely with the warehouse team to facilitate smooth daily operations.
- Coordinate order processing, packing, dispatch, and shipment handovers on a daily basis.
- Ensure orders are accurately packed and dispatched within the required timelines.
- Monitor stock levels and communicate with the warehouse regarding low or out-of-stock products.
- Foster effective communication between warehouse staff and other departments to prevent delays.
- Identify bottlenecks in warehouse operations and contribute to process improvements.

Order & Operations Management:
- Oversee the entire order fulfillment cycle, from order confirmation through to final delivery.
- Track and manage pending, dispatched, delivered, cancelled, and returned orders.
- Coordinate with customer support to resolve any order-related concerns promptly.
- Maintain accurate shipment records and ensure proper documentation is in place.
- Identify recurring operational issues and implement corrective measures to reduce errors and delays.

Reporting & Performance Monitoring:
- Prepare daily and weekly reports covering orders, dispatches, deliveries, returns, and pending shipments.
- Monitor courier performance and escalate delivery issues to management as needed.
- Keep detailed records of operational expenses, courier discrepancies, and shipment claims.
- Provide regular updates to management on operational performance and suggest areas for improvement.

Required Qualifications
- 2 to 4 years of experience in e-commerce operations, logistics, or order fulfillment.
- Proven experience in liaising and coordinating with courier companies.
- Strong understanding of warehouse operations and e-commerce order processing workflows.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in Excel, Google Sheets, and order management systems.
- Ability to multitask, follow up consistently, and perform well under pressure.
- Strong organizational skills with keen attention to detail.

Key Performance Indicators (KPIs)
- On-time dispatch rate: Ensuring orders are handed over to couriers within the required timeframe.
- Delivery success rate: Maximizing the percentage of orders successfully delivered.
- RTO reduction: Minimizing avoidable returns and failed deliveries.
- Order processing accuracy: Reducing incorrect, missing, or delayed shipments.
- Issue resolution: Promptly addressing courier and warehouse-related problems.
- Reporting: Maintaining accurate and timely operational reports.

The position offers a monthly salary range of Rs60,000 to Rs80,000 and requires in-person attendance at the work location in Pakistan. This role is ideal for a detail-oriented professional committed to driving operational excellence in a fast-paced e-commerce environment.