Order Management - B2C Associate

Principal Duties & Responsibilities

The purpose of this role is to own the day-to-day control of B2C orders across Etaily fulfillment center partners and marketplaces, which encompasses spearheading order release and fulfillment, ensuring orders are handed over within applicable marketplace SLAs, managing order backlogs and system exceptions, and proper management of third-party fulfillment partners and external marketplace stakeholders. The role's functional scope acts as a centralized operational control point across cross-FC operations, inventory, customer service, and transport functions.

You are expected to anchor the function and drive execution through the guidance of the Fulfillment & Logistics Manager. You will report to the Fulfillment & Logistics Manager, champion B2C order management processes, and establish and maintain proper structural controls in order releasing, aging management, OMS/WMS integration exceptions, and marketplace appeals. This person should be highly confident with platform technology and systems, using OMS, WMS, and marketplace tools to their full potential to automate tracking, monitor SLAs, and maintain standardized trackers and reporting dashboards.

The ideal candidate understands the intricacies of e-commerce fulfillment operations, warehousing, and logistics SLAs, and is exceptionally comfortable working with operational data. This person will work closely with the Fulfillment & Logistics Manager and cross-functionally with Channel, Customer Service, Inventory, and Transport leads, advising them on order status updates, root-cause analyses, and process optimizations.

Job Responsibilities:

• Spearhead B2C order processing and release across assigned fulfillment center partners from OMS/marketplace release through fulfillment and courier handover.
• Ensure that orders comply with marketplace SLAs, validating order status, inventory allocations, holds, cancellations, and fulfillment exceptions within cut-off deadlines.
• Build and maintain order visibility and tracking controls, maintaining daily oversight of open, aging, delayed, and at-risk orders to clear backlogs with FC counterparts.
• Deliver timely, accurate KPI reports and dashboard updates, analyzing fulfillment trends, SLA performance, and root causes for WBR/MBR inputs. 
• Monitor and maintain marketplace SLA performance, tracking seller-fault cancellations and late dispatches while preparing supporting evidence for marketplace penalty appeals.
• Work closely with FC partners and internal teams (Channel, CS, Inventory, Transport) to resolve order blockages, clarify client issues, and streamline operational handoffs.
• Manage OMS, WMS, and system integration exceptions, maintaining detailed exception logs and coordinating swift resolutions for inventory allocation or order status errors.
• Perform root-cause analysis (RCA) and corrective action plans (CAPA) for recurring errors, delivery delays, or SLA misses across fulfillment partners.
• Provide timely feedback and SOP documentation, documenting operational controls and continuous improvement recommendations to refine fulfillment ways of working.

Job Requirements: 

• College diploma or equivalent; additional education or certification in Logistics, Supply Chain Management, Operations, or a related field is a plus.

• Relevant experience in e-commerce fulfillment, logistics operations, warehousing, inventory, or order management functions.

• Proficient in e-commerce systems (OMS, WMS, marketplace seller centers, and order tracking databases).

• Advanced Google Workspace skills (Google Sheets) with the ability to maintain trackers, build operational dashboards, and analyze datasets.

• Detail-oriented and problem-solving attitude, with working knowledge of fulfillment SLAs, operational controls, RCA, and continuous improvement frameworks.

• Strong communication and stakeholder management skills, with the ability to coordinate effectively across internal teams and external 3PL partners.