Order Fulfillment Specialist

Position Type: Full Time

Location: Philippines (Remote)

Schedule: Monday-Friday, 9am-5pm MY/PH Time, with flexibility to accommodate 9am-5pm Sydney Time if required

Total Monthly Cost: Php 50,000-Php65,000

About The Company

Our client is a pioneering digital healthcare platform dedicated to revolutionizing how Australians access and manage their health. They are an end-to-end, entirely digital healthcare platform for prescribing and delivering medicines direct to consumers.

About The Role

In this role, you will be responsible for accurately processing and managing customer orders end-to-end across all APAC markets, ensuring prescriptions and products move smoothly through internal systems to clinical partners, pharmacies and customers.

You will work collaboratively with logistics partners, clinical teams, inventory, and customer support teams to maintain high fulfilment standards and a seamless customer health journey. This role supports markets at different stages of maturity — from established operations in AU/NZ to newly launched markets across Southeast Asia — and requires

comfort with building and adapting processes as new markets come online.

Responsibilities

Order Processing & Quality

• Accurately process daily orders across all APAC markets, reviewing each for completeness and accuracy
• Ensure prescriptions move smoothly through internal systems to clinical partners and pharmacies while upholding quality standards at every step
• Maintain the order management spreadsheet and admin portal accurately and in real time
• Identify and flag delayed, failed or at-risk orders before they become patient-facing issues
  
  

Logistics Partner Coordination & Delivery

• Act as the day-to-day point of contact for logistics partners across APAC markets — coordinating pickups, tracking deliveries and resolving issues promptly
• Troubleshoot delivery issues including failed deliveries, lost parcels, cold chain incidents and incorrect addresses
• Liaise with clinical partners on packaging, dispatch readiness and handoff to logistics providers
• Note: logistics partners vary by market — this role requires adaptability to work with different carriers and fulfilment models across APAC
  
  

Operational Support & Issue Escalation

• Assist with queued, returned and blocked orders by following established workflows
• Resolve straightforward issues independently and escalate complex blockers to senior team members in a timely manner
• Coordinate replacement orders — both general and clinical — following the correct approval and documentation process
  
  

Documentation & Coordination

• Maintain clear, accurate notes on each order and collaborate with logistics partners, clinical teams, and customer support to ensure smooth day-to-day fulfilment
• Support onboarding of new APAC market partners by helping document and implement fulfilment processes
• Contribute to building and maintaining APAC-specific fulfilment SOPs as new markets launch
  
  

Learning, Data & Continuous Improvement

• Use operational tools to track order status and flag recurring issues
• Support inventory reconciliation, stock movement tracking, returns processing and discrepancy reporting while continuously build fulfilment knowledge across APAC markets
• Contribute insights that help improve team processes over time as the APAC operation scales
  
  

Competencies And Qualifications

• 1 to 3 years experience in operations, customer support, healthcare operations or order fulfilment
• Experience in telehealth, e-pharmacy, or e-commerce is advantageous
• Experience working across multiple stakeholders or regional markets is preferred
• Bachelor's degree or equivalent practical experience.
• Attention to Detail: Accurate order processing and data entry with a >95% error rate across prescriptions, order completeness checks, and system records
• Problem-Solving: Identifying and resolving straightforward fulfilment issues independently, and knowing when to escalate complex blockers to senior team members
• Communication: Clear, professional and empathetic communication with customers, clinical partners, logistics providers and internal teams across all channels and time zones
• Organisation and Time Management: Prioritising tasks, managing daily order workload effectively, and meeting processing deadlines across multiple markets simultaneously
• Logistics Coordination: Comfortable liaising with external logistics and delivery partners — experience varies by market and adaptability is key
• Inventory Support: Assisting with stock management tasks including receiving stock, processing returns and reporting discrepancies
• Cross-Cultural Communication: Working effectively with clinical and operational partners across Malaysia, Philippines, Thailand and Indonesia
• Familiarity with Technology: Using software and systems such as HubSpot and Front to manage orders, track status and log interactions accurately
  
  

Key Performance Indicators:

• Order Accuracy Rate: >95% accuracy across data entry, prescription routing and order completeness checks. Consistent accuracy reduces rework and ensures customers receive the right products on time.
• Ticket Resolution Efficiency & Quality: High volume of resolved inbound tickets and emails with strong First Contact Resolution — solving issues accurately the first time to reduce follow-up interactions.
• Delivery Issue Resolution Time: Logistics and delivery issues resolved promptly with minimal instances of issues sitting unresolved and causing downstream delays.
• Issue Escalation Timeliness: Promptly identifying blocked or complex orders and escalating through correct channels with minimal queue delays.
• Seamless Clinical & Logistics Partner Liaison: clinical and logistics partner queries resolved quickly to prevent delays in the patient's health journey
  
  

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Lead (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs
  
  

Application Process

We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.