Executive- Fulfilment Services (1SS)

SUMMARY:

The 1SS Executive supports the successful day-to-day management of 1SS (One-Stock Solution) brand partners across ZALORA. As a multi-channel fulfillment service, 1SS enables brands to consolidate inventory across ZALORA and other digital marketplaces. This role coordinates multi-channel fulfillment and marketplace operations between brand partners and internal teams, including Operations, Warehouse/Fulfillment Center, Customer Service, Finance, and Marketplace. The position also prepares operational reporting and performance analytics to monitor fulfillment performance, support strategic decision-making, identify operational bottlenecks, and improve overall service delivery. Additional responsibilities include billing support and reconciliation, SLA tracking, product listing management and purchase order (PO) creation, and maintaining accurate operational records across ZALORA's Global Seller Center (GSC) and related platforms.

RESPONSIBILITIES:

• Coordinate daily 1SS (One-Stock Solution) operations between brand partners and internal cross-functional teams, including Logistics/Operations, Warehouse/E-Fulfillment Centers, Customer Service, Finance, and Marketplace teams.
• Monitor multi-channel order processing, fulfillment, dispatch, and delivery issues; follow up on shipping delays, stock synchronization exceptions, and fulfillment breaches through resolution.
• Coordinate stock allocation and updates, inventory adjustments, SKU or product metadata changes, and related multi-channel operational requirements.
• Support brand onboarding and operational readiness by gathering required brand data, setting up channel mappings, and coordinating process setup in Global Seller Center (GSC).
• Track marketplace returns, cancellations, lost or damaged inventory, and stock discrepancies; ensure cases are accurately documented and routed to the appropriate logistics or finance teams.
• Provide timely updates to internal stakeholders and brand partners on open operational issues, supply chain risks, and action plans.
• Maintain accurate records of operational issues, partner requests, workflow decisions, and follow-up action items.

• Prepare and maintain recurring operational reports and performance dashboards covering 1SS multi-channel fulfillment, commercial metrics, billing details, and service-level performance.
• Analyze e-commerce operational data to identify trends, inventory variances, recurring order fulfillment issues, and process optimization opportunities; summarize findings and actionable recommendations for key stakeholders.
• Coordinate with brand partners and internal operational teams to validate data integrity and resolve reporting discrepancies.
• Monitor agreed Service Level Agreements (SLAs) and key performance indicators (KPIs), including SLA performance against brand target benchmarks (e.g., inbound SLAs, delivery SLAs, return processing rates).
• Flag SLA breaches, operational risks, and recurring fulfillment delays; follow up on root cause analyses and corrective action plans with responsible teams.
• Assist with monthly/quarterly Business Review (BR) preparations, including performance summaries, key commercial insights, open issue logs, and action item trackers.
• Maintain organized and accurate archives of reports, SLA scorecards, Business Review action items, and relevant operational documentation.

• Support multi-channel billing processes for 1SS brand partners across ZALORA, including preparing and validating fulfillment billing data, revenue remittance details, service invoices, and supporting financial documentation.
• Reconcile supporting order and fulfillment records; follow up on billing discrepancies, commission fee queries, and rate differences with brand partners, Finance, and commercial teams.
• Follow up on outstanding payables, fulfillment claims, and credit notes, keeping relevant internal and external stakeholders informed of payment status.
• Maintain complete, compliant, and well-organized financial billing and reconciliation documentation. Product & Purchase Order Creation
• Create and maintain product listings, attributes, and catalog data in ZALORA's Global Seller Center (GSC) and related inventory management systems, ensuring required details are accurate and complete.
• Create Purchase Orders (POs) and inbound stock requests based on approved brand requirements, verifying item details, SKU mapping, quantities, unit pricing, and shipping terms.
• Coordinate prompt updates and corrections to product listings and PO records with relevant catalog, logistics, and partner teams.

• Identify opportunities to optimize 1SS operational workflows, reporting automation, billing reconciliation, and SLA tracking systems.
• Support continuous process improvement initiatives by helping standardize cross-departmental procedures and performance reporting templates.
• Create and update standard operating procedures (SOPs), onboarding guides, and brand-specific operational workflow documentation. 

QUALIFICATIONS:

• Education: Bachelor’s degree in Business Administration, Business Analytics, Finance, Operations Management, Supply Chain/Logistics, or a related field—or equivalent practical experience.
• Experience: 1–3 years of experience in e-commerce operations, multi-channel fulfillment, marketplace account management, supply chain logistics, reporting, or client coordination
• Technical Skills: Advanced proficiency in Microsoft Excel / Google Sheets (VLOOKUP/XLOOKUP, Pivot Tables, formulas); familiarity with data visualization tools (e.g., Looker Studio, Power BI, Tableau) or seller portals (e.g., Global Seller Center) is a strong plus.
• Analytical & Problem-Solving: Strong analytical skills with high attention to detail and data accuracy in handling large operational datasets.
• Communication: Clear written and verbal communication skills, with proven ability to interface professionally with external brand partners and internal cross-functional teams.
• Organization & Management: Excellent organizational skills with the ability to prioritize tasks, meet strict e-commerce SLAs, and follow up effectively on open operational cases.

• Operational Coordination: Daily operational requests, multi-channel fulfillment exceptions, and logistics issues are promptly resolved with minimal disruption.
• Brand-Partner Satisfaction: Brand partners and internal teams receive timely, clear, and proactive updates regarding risks, operational performance, and action plans.
• Reporting & Data Integrity: Operational and commercial reports are delivered on schedule with high data accuracy, delivering clear insights for 1SS management.
• SLA Monitoring & Escalation: Service levels are systematically tracked, with breaches, inventory risks, and fulfillment delays escalated and remediated promptly.
• Billing Precision: Billing data, service charges, and remittance reconciliations are processed accurately and resolved within target timelines.
• Data & Record Maintenance: Product catalog listings, PO records, billing history, and operational logs are kept accurate, complete, and up to date.
• Process Optimization: Recurring operational bottlenecks and process gaps are proactively identified, documented in SOPs, and streamlined across teams. 

Wonder how it's like to build your career with ZALORA? Inspired by employees, we believe you'll be in for:

• An exciting platform to make your success story
• Have the utmost care for your mental and physical wellbeing
• Flexibility weaved into your lifestyle
• A seamless work environment with a friendly & team-fueled culture
• Career growth aligned to your professional and personal needs and goals

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The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

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