E-Commerce Team Lead at CourierPlus

Job Summary

We are seeking an experienced and results-driven E-Commerce Team Lead to oversee and grow our e-commerce logistics operations. The successful candidate will manage key online merchants, coordinate order fulfillment, drive service efficiency, and lead a team responsible for end-to-end e-commerce delivery operations.

Key Responsibilities

• Lead and supervise the e-commerce operations team to ensure timely order processing and delivery
• Manage relationships with e-commerce merchants and key accounts
• Coordinate order pickup, sorting, last-mile delivery, and returns management
• Monitor daily shipment volumes, SLAs, and performance metrics
• Resolve escalations relating to delayed deliveries, failed shipments, and customer complaints
• Collaborate with Sales, Operations, Billing, and Technology teams to improve service efficiency
• Prepare operational reports and performance dashboards
• Train and mentor team members on processes and service standards

Key Performance Indicators (KPIs)

• Order fulfillment turnaround time
• Delivery success rate
• SLA compliance
• Customer Satisfaction score (CSAT)
• Return and failed delivery rate
• Revenue growth from e-commerce accounts
• Team productivity and efficiency

Requirements

• Bachelor's Degree in Business, Logistics, Supply Chain, or a related field
• 4 - 6 years' experience in e-commerce or logistics operations, with at least 2 years in a leadership role
• Strong understanding of last-mile logistics and e-commerce fulfillment processes
• Excellent leadership, communication, and problem-solving skills
• Proficiency in MS Excel and logistics management systems