Role Overview
We are looking for an Order Fulfilment Manager to oversee the complete order processing and dispatch function for our e-commerce business. The person will be responsible for ensuring that all orders are packed, checked, dispatched, and handed over to courier partners on time, while maintaining accurate inventory, reducing delays, and improving operational efficiency.
This role is ideal for someone who has experience managing warehouse operations, order fulfilment, logistics coordination, inventory control, and team supervision in an e-commerce or D2C business.
Key ResponsibilitiesOrder Processing & Dispatch
- Ensure all website, marketplace, and COD/prepaid orders are processed on time.
- Monitor daily order flow from order confirmation to dispatch.
- Make sure orders are picked, packed, QC-checked, and shipped within the required timeline.
- Track pending orders, delayed orders, failed dispatches, and courier handover issues.
- Coordinate with customer support for address issues, order holds, cancellations, and urgent dispatches.
Warehouse & Packing Team Management
- Manage packers, QC staff, and warehouse executives.
- Allocate daily work to the fulfilment team.
- Ensure proper packing standards are followed.
- Maintain discipline, attendance, productivity, and accountability within the warehouse team.
- Train staff on SOPs, product handling, packing accuracy, and dispatch processes.
Inventory Management
- Monitor stock levels of products, packaging material, labels, boxes, tapes, inserts, and other fulfilment supplies.
- Ensure stock is correctly stored, labelled, and counted.
- Coordinate with procurement/manufacturing teams for stock replenishment.
- Conduct regular stock checks and reconcile physical stock with system stock.
- Report low stock, damaged stock, expired stock, and inventory mismatches.
Courier & Logistics Coordination
- Coordinate with courier partners such as Shiprocket, Delhivery, India Post, Amazon/Flipkart logistics, etc.
- Ensure courier pickups happen on time.
- Track undelivered shipments, RTOs, lost shipments, and courier disputes.
- Escalate courier delays and operational failures.
- Work on reducing dispatch delays, RTO rate, and fulfilment errors.
Quality Control & Accuracy
- Ensure the right product, quantity, invoice, label, and packaging are used for every order.
- Implement two-step checking where needed.
- Reduce wrong product dispatches, missing items, duplicate dispatches, and packing errors.
- Maintain logs for fulfilment errors, stock discrepancies, and courier issues.
