Outbound Manager

<p><span style="font-size:inherit;"><u><b>About ADA<br /></b></u></span>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.</p><p>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. <br /><br /><b><u>About the role <br /></u></b></p><p><span style="font-size:14px;">The Outbound Manager is responsible for managing end-to-end outbound operations, ensuring timely order fulfillment, SLA compliance, and seamless coordination across warehouse, 3PL, platforms, and internal teams. This role plays a critical part in driving customer satisfaction, preventing SLA breaches, and supporting business growth across both B2C (platform) and B2B channels.</span></p><div><b>Key Responsibilities: </b></div><div><div><span style="font-size:14px;"><b>1. B2C Fulfillment & SLA Management</b></span></div><div><span style="font-size:14px;">Monitor warehouse fulfillment performance through scheduled reporting:</span></div><div><span style="font-size:14px;">Twice daily (14:00 & 18:00)</span></div><div><span style="font-size:14px;">Additional monitoring during campaign periods (06:00 & end-of-shift)</span></div><div><span style="font-size:14px;">Track key metrics:</span></div><div><span style="font-size:14px;">Fulfillment progress</span></div><div><span style="font-size:14px;">Out-of-stock (OOS) orders</span></div><div><span style="font-size:14px;">Orders at SLA risk</span></div><div><span style="font-size:14px;">Take immediate corrective actions:</span></div><div><span style="font-size:14px;">Prioritize overdue and at-risk orders</span></div><div><span style="font-size:14px;">Coordinate with warehouse to clear backlog</span></div><div><span style="font-size:14px;">Resolve stock-related issues impacting fulfillment</span></div><div><span style="font-size:14px;"><b>2. Forecasting & Capacity Planning</b></span></div><div><span style="font-size:14px;">Prepare monthly outbound forecast (18th–25th) for the following month</span></div><div><span style="font-size:14px;">Develop forecast based on:</span></div><div><span style="font-size:14px;">Commercial plans (campaigns, sales projections)</span></div><div><span style="font-size:14px;">Historical performance (last 1–3 months)</span></div><div><span style="font-size:14px;">Operational inputs</span></div><div><span style="font-size:14px;">Align forecast with warehouse for:</span></div><div><span style="font-size:14px;">Capacity planning</span></div><div><span style="font-size:14px;">Manpower allocation</span></div><div><span style="font-size:14px;">Slot and resource preparation</span></div><div><span style="font-size:14px;">Continuously review and adjust forecast on a weekly basis</span></div><div><span style="font-size:14px;"><b>3. 3PL & Platform Coordination</b></span></div><div><span style="font-size:14px;">Coordinate with 3PL partners to:</span></div><div><span style="font-size:14px;">Expedite order pickup</span></div><div><span style="font-size:14px;">Monitor delivery progress</span></div><div><span style="font-size:14px;">Resolve delays and failed deliveries</span></div><div><span style="font-size:14px;">Escalate SLA-impacting issues to platforms in a timely manner</span></div><div><span style="font-size:14px;">Manage platform tickets for:</span></div><div><span style="font-size:14px;">Order whitelisting</span></div><div><span style="font-size:14px;">Operational issue resolution</span></div><div><span style="font-size:14px;"><b>4. B2B Order Management & Execution</b></span></div><div><span style="font-size:14px;">a. Order Planning & Routing</span></div><div><span style="font-size:14px;">Receive forecast and delivery requirements from Commercial team</span></div><div><span style="font-size:14px;">Plan delivery routes and map locations efficiently</span></div><div><span style="font-size:14px;">Pre-arrange transportation prior to order confirmation</span></div><div><span style="font-size:14px;">b. Order Creation & Documentation</span></div><div><span style="font-size:14px;">Create manual orders in WMS using standardized templates</span></div><div><span style="font-size:14px;">Continuously improve tools/templates for better efficiency</span></div><div><span style="font-size:14px;">Coordinate with Finance for invoice issuance and documentation</span></div><div><span style="font-size:14px;">Ensure accurate document printing and readiness at warehouse</span></div><div><span style="font-size:14px;">c. Dispatch & Delivery Execution</span></div><div><span style="font-size:14px;">Finalize order routing and dispatch planning</span></div><div><span style="font-size:14px;">Coordinate transportation scheduling for on-time pickup and delivery</span></div><div><span style="font-size:14px;">Monitor handover between warehouse and transport partners</span></div><div><span style="font-size:14px;">Ensure adherence to project SLAs</span></div><div><span style="font-size:14px;">d. Reconciliation & Claim Management</span></div><div><span style="font-size:14px;">Perform post-delivery reconciliation</span></div><div><span style="font-size:14px;">Handle claims for discrepancies and delivery issues</span></div><div><span style="font-size:14px;">Source and manage additional transport partners to:</span></div><div><span style="font-size:14px;">Mitigate capacity risks</span></div><div><span style="font-size:14px;">Optimize logistics cost</span></div><div><span style="font-size:14px;"><b>5. Offline Order Management</b></span></div><div><span style="font-size:14px;">Manage non-platform orders (replacement, sampling, giveaway, etc.)</span></div><div><span style="font-size:14px;">Create and track orders in WMS</span></div><div><span style="font-size:14px;">Coordinate with warehouse to ensure SLA compliance</span></div><div><span style="font-size:14px;">Ensure accurate system recording and reconciliation</span></div><div><span style="font-size:14px;"><b>6. Customer Complaint Escalation Management</b></span></div><div><span style="font-size:14px;">Receive and manage escalated cases from Customer Service</span></div><div><span style="font-size:14px;">Identify root causes (warehouse, commercial, system, platform)</span></div><div><span style="font-size:14px;">Coordinate cross-functionally to resolve issues</span></div><div><span style="font-size:14px;">Track resolution progress and ensure SLA compliance</span></div><div><span style="font-size:14px;">Analyze recurring issues and drive continuous improvement actions</span></div><div><span style="font-size:14px;"><b>7. Reporting & Client Management </b></span></div><div><span style="font-size:14px;">Prepare periodic operational reports (weekly, monthly, quarterly, yearly)</span></div><div><span style="font-size:14px;">Analyze performance data and identify improvement opportunities</span></div><div><span style="font-size:14px;">Propose action plans and present insights to clients</span></div><div><span style="font-size:14px;">Participate in client review meetings and ensure service excellence</span></div><div><span style="font-size:14px;"><br /></span></div></div><p><b>Requirements:</b></p><p><span style="font-size:14px;">Strong background in warehouse operations, with hands-on experience in E-commerce warehouse outbound operations. 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.</span></p><p>#LI-Onsite</p><p><span style="font-size:inherit;"><i>By submitting this, you agree to this Privacy Notice and you will be deemed to have consented to the collection, use, and disclosure of your Personal Information in accordance with this Privacy Notice: </i></span><a id="menurm53" href="https://adaglobal.com/privacy-policy/" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://adaglobal.com/privacy-policy/" target="_blank" rel="noreferrer noopener"><span style="font-size:inherit;"><i>https://adaglobal.com/privacy-policy/</i></span></a></p><p> <br /><span style="font-size:inherit;"><i>Unfortunately, we are only able to contact shortlisted applicants. 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