Outbound Manager

About ADA

• ADA is the Data and AI Experience Company.
• We work with global enterprises to build data and AI powered experiences where every decision runs on real-time intelligence and every interaction earns trust.
• That's how businesses scale, stay ahead, and deliver measurable outcomes.
• Our mission is ambitious to create the world’s most intelligent growth platform for every client we serve.
• With over 1500+ customers across Retail, Food and Beverage, CPG, Telecommunications, Financial Services, Healthcare and Automotive, we operate in 35 markets around the world.
• We transform businesses using data, AI and tech | ADA
• Pioneers in data and analytics, we are powering global marketing and commerce digital transformation with data and AI-led impact.
• Learn more here!

Responsibilities

• B2C Fulfillment & SLA Management Monitor warehouse fulfillment performance through scheduled reporting: Twice daily (14:00 & 18:00) Additional monitoring during campaign periods (06:00 & end-of-shift) Track key metrics: Fulfillment progress Out-of-stock (OOS) orders Orders at SLA risk Take immediate corrective actions: Prioritize overdue and at-risk orders Coordinate with warehouse to clear backlog Resolve stock-related issues impacting fulfillment 2.
• Forecasting & Capacity Planning Prepare monthly outbound forecast (18th–25th) for the following month Develop forecast based on: Commercial plans (campaigns, sales projections) Historical performance (last 1–3 months) Operational inputs Align forecast with warehouse for: Capacity planning Manpower allocation Slot and resource preparation Continuously review and adjust forecast on a weekly basis 3.
• 3PL & Platform Coordination Coordinate with 3PL partners to: Expedite order pickup Monitor delivery progress Resolve delays and failed deliveries Escalate SLA-impacting issues to platforms in a timely manner Manage platform tickets for: Order whitelisting Operational issue resolution 4.
• B2B Order Management & Execution a.
• Order Planning & Routing Receive forecast and delivery requirements from Commercial team Plan delivery routes and map locations efficiently Pre-arrange transportation prior to order confirmation b.
• Order Creation & Documentation Create manual orders in WMS using standardized templates Continuously improve tools/templates for better efficiency Coordinate with Finance for invoice issuance and documentation Ensure accurate document printing and readiness at warehouse c.
• Dispatch & Delivery Execution Finalize order routing and dispatch planning Coordinate transportation scheduling for on-time pickup and delivery Monitor handover between warehouse and transport partners Ensure adherence to project SLAs d.
• Reconciliation & Claim Management Perform post-delivery reconciliation Handle claims for discrepancies and delivery issues Source and manage additional transport partners to: Mitigate capacity risks Optimize logistics cost 5.
• Offline Order Management Manage non-platform orders (replacement, sampling, giveaway, etc.) Create and track orders in WMS Coordinate with warehouse to ensure SLA compliance Ensure accurate system recording and reconciliation 6.
• Customer Complaint Escalation Management Receive and manage escalated cases from Customer Service Identify root causes (warehouse, commercial, system, platform) Coordinate cross-functionally to resolve issues Track resolution progress and ensure SLA compliance Analyze recurring issues and drive continuous improvement actions 7.
• Reporting & Client Management
• Prepare periodic operational reports (weekly, monthly, quarterly, yearly)
• Analyze performance data and identify improvement opportunities
• Propose action plans and present insights to clients
• Participate in client review meetings and ensure service excellence

Requirements

• Strong background in warehouse operations, with hands-on experience in E-commerce warehouse outbound operations.

Preferred

• Priority will be given to candidates who have worked directly on the ground and have solid experience in E-commerce fulfillment.
• Candidates from Shopee Express or Lazada Logistics are preferred.

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Hiring process

• Unfortunately, we are only able to contact shortlisted applicants.
• We encourage you to continuously visit our website for regular updates on available roles