About The Role
- Maintains the highest standards of customer service by immediately attending to and resolving customer issues.
- Ensuring that all customers receive their deliveries on time and in full, that any potential failure is reported to the customer before they report it to us.
- Order tracking against monthly set targets.
- Communication with customers and sales team on order status and dispatch dates.
- Develops and implements business process initiatives to optimize departmental operations in accordance with overall business objectives.
- Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals.
- Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.
- Track inventory levels to prevent stock-outs and/or deadstock.
- Maintaining positive and mutually beneficial relationships with DBs and sales team.
- Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance.
Your Responsibilities
- Experience of managing the fulfilment operation, customer service and order fulfilment
- Experience in handling customer complaints over the phone and written formats.
- Proven track record of analytical, interpersonal, leadership, and project management skills
- Prior experience and familiarity with warehouse operations, Experience of managing 3rd party fulfilment & delivery partners.
- Experience of driving operational KPIs and targets
- A strong customer-oriented focus
- Experience of working cross-functionally with other departments by building relationships to achieve shared goals.
- Experience of introducing and/or improving new processes within a growing business
- Innovative – You can “think outside the box” and are always looking for the next opportunity.
- Fun – You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do.
The Experience We’re Looking For
- Strong Verbal, interpersonal and written communication skills.
- Advanced skillset in Excel analytics, and PowerPoint.
- JDE experience in order processing & WMS competency
- Team player with the ability to work in a fast-paced environment.
- Able to drive continuous improvement at all organizational levels.
- Ability to effectively communicate at all levels with internal & external stakeholders and suppliers.
- Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude.
- Ability to be flexible to handle multiple priorities and to work limited overtime as necessary.
- Well-developed oral and written communication skills and interpersonal skills in order to effectively instruct employees, and also effectively file reports to the upper management of the organization.
- A bachelor’s degree in supply chain management, Logistics, Business Administration, or any field related to logistics management.
- At least 3+ years of professional experience is also required.
- High computer literacy, which involves being able to work with Microsoft packages.
- Ability to influence individuals and teams to achieve set or desired goals and objectives.
- Good people management, motivation, and negotiation skills.
- Good planning and processing skills.
The Skills For Success
- Supply Chain Management, Business Partnership, Collaboration, Partnership building, Relationship management, Business acumen, Productivity management, Project management, Improve business processes, Advanced analytics, Data analytics, Customer service management, Manufacturing excellence.
