Ecommerce onboarding specialist - #1172273

uParcel is a Singapore-based e-commerce fulfilment and last-mile delivery 3PL. We combine in-house warehousing with our own fleet of same-day delivery drivers, giving online sellers on Shopee, Lazada and TikTok Shop one integrated partner from inbound stock to the customer’s doorstep.

As our E-commerce Onboarding Specialist, you are the first face clients see after they sign with us and the person who sets them up to succeed. You will guide each new client from kick-off to a smooth first live order, coach their teams on our system until they are confident using it independently, and remain their go-to contact for support questions. Your work directly shapes client satisfaction, retention and long-term growth.

1. Client onboarding

• Run kick-off calls with new clients to understand their products, order volumes, sales channels and fulfilment requirements.

• Own the onboarding plan for each client, with clear milestones, owners and timelines from sign-up to go-live.

• Collect and validate client information such as SKU masters, inbound stock details and channel integrations (Shopee, Lazada, TikTok Shop).

• Configure client accounts in the system and coordinate with warehouse and delivery teams so inbound, storage, picking and delivery are ready before go-live.

• Test the end-to-end flow with each client, from order sync through to delivery, and resolve issues before the first live order.

2. System coaching and training

• Coach client teams on how to use the system, including order management, inventory visibility, inbound bookings, reporting and tracking.

• Deliver live walkthroughs and workshops, and tailor training to each client’s size and level of e-commerce experience.

• Create and maintain easy-to-follow guides, SOPs, FAQs and short how-to videos that clients can refer to on their own.

• Check in after go-live to confirm clients are using the system correctly and getting full value from it.

3. Customer support

• Be the first point of contact for client questions on system use, orders, inventory, inbound and delivery status.

• Respond promptly and clearly through email, chat and phone, and meet agreed response-time standards.

• Investigate issues with the warehouse, delivery and tech teams, and follow each case through to resolution.

• Log and categorise support cases and identify recurring questions, so they can be fixed at the root through training material or product improvements.

4. Customer success

• Build strong, trusted relationships with clients takeholders, from founders and sellers to operations staff.

• Monitor early client health indicators such as adoption, order accuracy and support volume, and act early when something looks off.

• Spot opportunities where additional uParcel services could help a client grow, and pass these to the sales team.

• Feed client insights and feature requests back to Operations and Product to improve the onboarding experience and the system.

Requirements

• Diploma or degree in Business, Supply Chain, Information Systems or a related field (or equivalent experience).

• 1 to 3 years of experience in client onboarding, customer success, account support or implementation, ideally in e-commerce, logistics or SaaS.

• Working knowledge of how online selling works on Shopee, Lazada and TikTok Shop, including order flow and seller operations.

• Excellent communication skills, with the ability to explain system features in simple, practical terms.

• Patient, empathetic and confident coaching clients with different levels of technical skill.

• Strong organisation and follow-through, able to manage several onboardings and support cases at once.

• Comfortable learning new software quickly and with Excel or Google Sheets for data checks and reporting.

• Fluent in English; additional languages such as Mandarin or Malay are a plus.

Goodto Have

• Experience with warehouse management systems, order management systems or delivery management platforms.

• Experience with helpdesk or CRM tools.

• Experience creating training content such as guides, SOPs or video tutorials.

• Familiarity with 3PL, fulfilment or last-mile delivery operations.

How Success Is Measured

• Onboarding speed: Time from contracts igning to first live order.

• Go-live quality: Share of clients who go live on schedule and without major issues.

• Adoption: Client confidence and independent system use after training.

• Support responsiveness: First-response and resolution times on support cases.

• Customer satisfaction: Client satisfaction scores and early-stage retention.

What You Will Gain

• Hands-on exposure to a fast-growing e-commerce fulfilment and last-mile delivery operation.

• Direct impact on client success, working closely with the Operations, warehouse and delivery teams.

• A clear path to grow into Customer Success Management or Account Management roles.