Job Description

JOB PURPOSE

To lead branch-level fulfillment execution by coordinating daily order processing, guiding team activities, and ensuring accurate, timely delivery in alignment with Panda Retail Company’s e-commerce service standards.

Key Accountabilities

• Lead daily fulfillment activities including picking, packing, staging, and handover to ensure on-time and accurate order completion.

• Coordinate task allocation and shift priorities for fulfillment staff to maintain balanced workload and operational flow.

• Monitor order accuracy, turnaround time, and SLA adherence to support customer satisfaction and service performance.

• Coordinate fulfillment plans, volume changes, and capacity needs with the Fulfillment Operations Manager to ensure execution readiness.

• Identify operational delays, system issues, and fulfillment risks and initiate corrective actions to minimize customer impact.

• Support handling of escalated order issues and customer complaints by coordinating with customer care and last-mile teams to achieve timely resolution.

• Ensure application of fulfillment procedures, quality standards, and safety guidelines during all operational activities to maintain compliance.

• Guide fulfillment team members on process adherence, system usage, and escalation protocols to ensure consistent execution.

• Prepare shift updates, performance summaries, and exception reports to provide visibility and support management decision-making.