Order Fulfillment, Admin Executive

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee the fulfillment and delivery status of active orders to guarantee timely shipments.

• Monitor unfulfilled orders, particularly those pending for 30–180 days, and drive each towards resolution.

• Identify orders that are delayed, stuck, missed, or partially fulfilled, and coordinate reshipments, refunds, or escalations as needed.

• Manage multi-SKU orders with partial fulfillment and ensure that outstanding items are addressed.

• Escalate fulfillment issues to the appropriate team with comprehensive context and documentation.

• Collaborate with 3PL and fulfillment partners regarding order status, timelines, and outstanding issues.

• Work alongside warehouse and logistics teams to address daily activities, inbound issues, and handoff gaps.

• Keep the Customer Support team updated on pending resolutions.

• Maintain trackers for unfulfilled orders, delays, partial fulfillments, and the status of refunds or resolutions.

• Highlight recurring partner failures, SKU-level issues, and carrier-related problems to the Operations lead.

• Contribute to the enhancement of SOPs and updates to workflows.

⛳️ Requirements

• Previous experience in e-commerce operations, order fulfillment, customer support operations, or logistics coordination.

• Exceptional attention to detail — you identify order discrepancies, accurately track numbers, and ensure nothing slips through the cracks.

• Consistent follow-up — you do not close a case until it is fully resolved, and you proactively seek updates from partners.

• Proficient in working with trackers, spreadsheets, and backend systems as your main daily tools.

• Capable of operating independently and managing a queue of open issues without requiring step-by-step guidance.

• Experience with Shopify or familiarity with e-commerce order management dashboards.

• Background in working with 3PLs, warehouses, or fulfillment partners.

• Knowledge of order refunds, reshipments, partial fulfillments, and inventory-related order challenges.

• Experience in direct-to-consumer (DTC) e-commerce.

🏝️ Benefits

• Competitive salary based on experience.

• Fully remote work environment.

• Clear opportunities for growth within the Operations function.

• Exposure to multi-brand DTC operations across the US and Southeast Asian markets.