Ecommerce Warehouse Supervisor

The eCommerce Warehouse Supervisor assists the eCommerce Warehouse Manager, ensuring efficient and smooth running of eCommerce daily operations, and that processes are carried out according to Bacha Coffee standards and internal operational procedures.

These include but are not limited to:

eCommerce Warehouse Management 

Assisting and overseeing day-to-day operations of the eCommerce Warehouse which includes:

• eCommerce fulfilment activities
• Leading inbound shipment management (trailer off-loading or pallets and floor loaded containers).
• Printing, picking, packing, and shipping outbound orders for clients, using warehouse management software.
• Managing batch distribution and tracking of orders given to packers.
• Completing and maintaining all proper documentation.
• Ensuring that all policies, standard procedures are in place, and quality standards are adhered to. 
• Proactively identifying, recommending and implementing process improvements and procedures to improve workflow and ensure high level of productivity and reduction of lead time. 
• Performing any ad hoc roles as and when required to ensure the smooth running of eCommerce and its operational deliverables

Ecommerce Order Operations

Assisting in overseeing the Order Operations that encompasses: 

• Timely and accurate order processing, picking and packing, and shipping arrangements with logistics partners for POs received from brand.com and marketplaces as per set processes.
• Escalation management of customer orders in case of incorrect order delivery, delayed delivery etc. 
• Connecting with customer service team to inform them about delays/ cancellations /issues if any.   
• Supporting fulfilment for any ad-hoc Corporate Orders from HQ when required. 

Ecommerce Inventory Management 

This responsibility has components of receiving, recording and storage of eCommerce warehouse physical stocks, maintaining accurate inventory records, monitoring stock levels and reorder products as necessary in alignment with Company replenishment strategies.

The incumbent will undertake supporting role for:

• Monitoring and ensuring adequate inventory in eCommerce warehouse locations for brand.com and marketplaces. 
• Managing the location of inventory to ensure first in first out stock rotation, smooth order picking, and staging activities.
• Conducting physical monthly stock counts, reconciling with the data storage system. 
• Working closely with cross-functional teams to ensure timely stock replenishment and eCommerce orders completion. Ensuring stock levels are sufficient at all times for the necessary supplies and materials required for packing as well to meet daily operational requirements.
• Handling return management across brand.com and marketplace warehouse locations including quality checking.

eCommerce Warehouse Team Supervision

The incumbent will work closely with the eCommerce Warehouse Manager to:

• Manage and develop the eCommerce Warehouse team and provide guidance to achieve operational effectiveness and efficiency.
• Monitor eCommerce team members’ performance and to be involved in their appraisal/disciplinary sessions.
• Assist in scheduling shifts and assign tasks to ensure adequate coverage and best performance for eCommerce Warehouse team.
• Manage the pool of contract staff hired during peak periods. Responsible for planning, scheduling, and training part-timers to support business needs.
• Involve in training of junior team members to achieve targets collectively.
• Constantly improve workflow and process improvement.

Customer Recovery

• Working closely with HQ office eCommerce team to manage and address all customer recovery operations (CRO) within set time-frames and manage fulfilment-specific customer service (CS) operations, oversee warehouse staff handling CS, and liaise with eCommerce Warehouse Manager and HQ office accordingly.
• Working closely with the HQ office eCommerce team to identify potential bottlenecks and improve customer satisfaction.

Safety and Compliance

• Assisting eCommerce Warehouse Manager in ensuring compliance with health and safety regulations, conducting regular inspections. 
• Working with the eCommerce Warehouse team to maintain a clean and organized warehouse.

Reporting

Support eCommerce Warehouse Manager for retrieving data and prepare reports for daily, weekly and monthly reports for:

• eCommerce orders Status
• Inventory status/ count
• Customer escalations related to delivery issues
• Logistics & delivery performance

Requirements 

• A graduate preferred with at least 3-5 years of work experience with at least 2-year supervisory experience in the eCommerce industry. A background in logistics or supply chain management is preferred, with relevant industry certifications being advantageous. Additionally, experiences in relevant fields will be carefully considered as part of the evaluation process.
• Candidate should be comfortable and familiar with working on CMS and order management software’s as well as managing operations on the floor. 
• Strong interpersonal and communication skills.
• Effective Leadership: Proven experience in leading and motivating teams effectively, fostering a positive work environment.
• Problem-solving Skills: Demonstrated ability to identify and resolve issues promptly in a fast-paced setting.
• Commitment to Quality and Improvement: Track record of upholding high-quality standards and driving continuous process enhancements.
• Safety and Compliance: Experience in ensuring strict adherence to workplace safety protocols and regulatory requirements.
• Customer Satisfaction Focus: Prioritization of customer satisfaction through ensuring accurate and timely order fulfilment.
• Strategic Planning Experience: Hands-on experience in developing operational strategies to optimize efficiency, including refining picking processes and warehouse layout based on sales trends analysis.
• Adaptable and flexible: Responsive and resourceful in a fast-paced environment.