Customer Order Fulfillment Team Manager (SC Order Execution)
Why Apply?
- Strong, close knit, experienced team which is supportive with strong team spirit.
- Highly successful global technology business, which is scaling at pace.
- Organization which rewards employees who go above and beyond, as well as offering opportunities for internal advancement. They actively want you to grow a long-term, rewarding career.
- Wonderful company culture, driven, open and people orientated.
- Dynamic, fast paced environment, with real ownership of your team.
About the Role:
As a Customer Order Fulfillment Team Manager, you will be responsible for leading and optimizing the end-to-end customer order fulfillment process. You will manage a team of order fulfillment professionals, driving operational excellence, ensuring timely and accurate order delivery, and fostering strong customer relationships. This is a leadership role that requires a strategic mindset, strong management skills, and a passion for process improvement.
Role Responsibilities:
Team Leadership & Management:
- Lead, mentor, and develop a high-performing team of order fulfillment specialists.
- Manage team performance, set goals, provide regular feedback, and conduct performance reviews.
- Foster a collaborative and results-oriented team environment.
- Recruit, train, and onboard new team members.
Order Fulfillment Process Oversight:
- Oversee the entire order fulfillment process, from order receipt to delivery and invoicing, ensuring efficiency and accuracy.
- Develop and implement standard operating procedures (SOPs) for order fulfillment activities.
- Identify and resolve complex order-related issues, escalating as necessary.
- Ensure compliance with all relevant regulations and company policies.
Process Improvement & Optimization:
- Analyze order fulfillment processes, identify areas for improvement, and implement solutions to enhance efficiency and accuracy.
- Lead and participate in process improvement initiatives, leveraging data and analytics.
- Utilize data and analytics to monitor trends and make data-driven decisions.
Performance Management & Reporting:
- Establish and monitor key performance indicators (KPIs) for order fulfillment.
- Track and report on order fulfillment performance, providing insights and recommendations to improve results.
- Prepare and present reports to senior management, highlighting achievements and areas for improvement.
Cross-Functional Collaboration:
- Collaborate effectively with Sales, Manufacturing, Engineering, Logistics, Finance, and other departments to ensure seamless order fulfillment.
- Build and maintain strong relationships with key stakeholders.
- Participate in cross-functional projects and initiatives.
Customer Relationship Management:
- Address and resolve escalated customer issues related to order fulfillment, ensuring customer satisfaction.
- Proactively communicate with customers regarding order status and any potential delays.
Your Experience & Qualifications:
- Bachelor's degree in a related field (e.g., Business Administration, Supply Chain Management) or equivalent experience.
- 8+ years of experience in order fulfillment, supply chain, or a related field, with at least 3 years in a leadership or management role.
- Strong working knowledge of MRP/ERP systems, Kinaxis, Oracle and planning standards;
- Advanced Excel skills with the ability to analyze large, complex datasets; strong PowerPoint skills for executive-ready communication.
- Knowledge of international trade and export/import regulations.
- Project management experience.
- This role supports the US market and operates on a 2pm to 10pm schedule and is a Hybrid role.
What We Offer:
- Competitive salary and benefits package including a 10% shift allowance is provided as part of the overall package.
- Opportunity to lead and shape the future of order fulfillment at a global technology leader.
- A collaborative and supportive work environment.
- Opportunities for professional development and growth.
Skills:
Strong team management experience Experience of SC order execution ideally global Strong customer stakeholder experience
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