[Hiring] Order Fulfillment and Admin Executive @UMAEZ LLC

Role Description

We're a 7–8 figure DTC brand portfolio operating across the US and Southeast Asian markets. We run high order volume across multiple brands and fulfillment partners which means our backend operations need to be airtight. When fulfillment breaks down, customers feel it. This role exists to make sure it doesn't get that far.

This is a backend operations role; you won't be handling customer conversations directly, but your work sits one step ahead of every complaint that would otherwise land in the CS queue.

You'll work closely with our Customer Support, warehouse, logistics, and 3PL teams to track, escalate, and resolve order issues before they turn into refund requests, chargebacks, or negative reviews. If an order is sitting unfulfilled for 30 days or 180 days, you're the one who finds it and drives it to resolution.

You'll report to the Operations leads and be expected to manage your own tracker, flag issues proactively, and coordinate across multiple partners without needing to be chased. Malaysia-based / local talents preferred.

📌 Note: This role looks downstream > it focuses on outbound orders that customers have already placed. If an order hasn't shipped, is stuck, delayed, or partially fulfilled, this role finds it and drives it to resolution. It is not a procurement or supply chain role.

What You'll Be Doing

• Order Monitoring & Resolution
  • Monitoring fulfillment and delivery status across all active orders to ensure shipments go out on time and on schedule [e.g. on Shopify]
  • Proactively tracking all unfulfilled orders — with particular attention to orders pending between 30–180 days — and driving each one to a clear resolution
  • Identifying delayed, stuck, missed, or partially fulfilled orders and coordinating the appropriate fix — whether that's a reshipment, refund, or escalation
  • Tracking cases where orders contain multiple SKUs but only part of the order has been fulfilled — ensuring the gap is closed and the customer is not left waiting on the remainder
  • Escalating fulfillment issues that require refunds, reshipments, or operational decisions to the correct team with full context and documentation
• Partner Coordination
  • Working directly with 3PL and fulfillment partners on order status updates, resolution timelines, and open issue follow-ups — with clear accountability at every step
  • Coordinating with the warehouse and logistics teams on daily order activity, inbound issues, and any handoff gaps that are causing delays
  • Keeping the CS team informed on pending resolutions so they can manage customer expectations accurately without needing to chase ops for updates
• Tracking & Reporting
  • Maintaining accurate, up-to-date trackers for unfulfilled orders, delayed orders, partial fulfillments, and refund or resolution status
  • Surfacing patterns — recurring partner failures, SKU-level fulfillment issues, carrier problems — and flagging them to the Operations lead for systemic fixes
  • Contributing to SOP improvements and workflow updates as fulfillment processes evolve

Qualifications

• Experience in e-commerce operations, order fulfillment, customer support operations, or logistics coordination
• Strong attention to detail — you catch order discrepancies, track numbers accurately, and don't let things fall through the gaps
• Reliable follow-up — you don't close a case until it's actually resolved, and you don't wait to be reminded to chase a partner for an update
• Comfortable working with trackers, spreadsheets, and backend systems as your primary daily tools
• Able to work independently and manage a queue of open issues without needing step-by-step direction

Strong Advantages

• Shopify experience or familiarity with e-commerce order management dashboards
• Experience working with 3PLs, warehouses, or fulfillment partners — you know how to communicate with them and what to ask for
• Familiarity with order refunds, reshipments, partial fulfillments, and inventory-related order issues
• DTC e-commerce background — you understand the stakes when a customer's order goes wrong

Instant No's

• You wait for issues to be flagged to you — this role requires you to find the problems, not respond to them after the fact
• You're not comfortable with repetitive tracking and follow-up work — a significant portion of this role is systematic, detail-driven monitoring
• Loose with documentation — inaccurate trackers in this role create downstream problems for CS, finance, and fulfillment simultaneously

Benefits

• Competitive salary based on experience
• Fully remote
• Clear growth path within the Operations function
• Exposure to multi-brand DTC operations across US and Southeast Asian markets