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.