Job Purpose

This position is responsible for optimizing order management processes to deliver exceptional customer satisfaction at competitive costs. You will collaborate closely with other departments and manage a team while ensuring efficient order fulfillment.

Key Duties/Responsibilities:

Order Management:

• Ensure accurate order entry, efficient shipment tracking, and timely product delivery.
• Prioritize conflicting demands among orders, customer needs, inventory, and delivery schedules to provide the best customer experience.
• Track orders until delivery, maintain backorder and open order files, and lead weekly meetings to update stakeholders on order status and challenges.

Pricing and Support:

• Collaborate with the sales team to gather market information for price determination.
• Maintain and compare product line price lists to market and competitor pricing. Ensure adherence to the price list by the sales team.
• Approve price requests and manage vendor support files for all branches.
• Work with the sales and finance teams to determine and manage vendor support for quotes with varying Incoterms.

Customer Service:

• Act as the primary customer liaison, ensuring effective communication and understanding customer needs.
• Manage customer escalations effectively, providing timely resolutions and follow-ups on claims.

Logistics and Documentation:

• Ensure all documentation meets regulatory requirements before processing shipments and deliveries.
• Ensure warehouse logistics comply with local laws and regulations.
• Maintain weekly stock movement analysis for all branches and product lines.
• Process pre-shipment and post-shipment documentation, book shipments, and obtain necessary support documents to achieve On-Time-In-Full (OTIF) goals.

Communication and Reporting:

• Communicate proactively with customers about shipping updates, lead time changes, and other relevant issues.
• Collaborate with the compliance team to ensure orders meet regulatory requirements.
• Coordinate logistics plans to ensure timely and accurate deliveries.
• Work with the finance department for timely supplier payments and costing sheet approvals.
• Compile and submit reports, paperwork, and records to stakeholders.

Key Results Areas:

• High-quality customer service operation
• Efficient order management processes
• Cost management through improved order accuracy, reduced cycle times, and better fill rates
• Effective cross-functional collaboration
• Timely and accurate reporting

Requirements

Qualifications, Knowledge, and Experience:

• Master’s degree in Business Administration/Supply Chain or equivalent with 3 years of experience (OR) Bachelor’s degree in Business Administration/Supply Chain with 7 years of experience, 3 of which in a managerial role.
• Demonstrated experience with ERP systems
• Advanced proficiency in MS Office Suite with data analysis skills

Key Competencies:

• Strong leadership, decision-making, and problem-solving skills
• Commercial awareness with strong planning, organization, and budgeting skills
• Excellent attention to detail, efficiency, and ability to multi-task, prioritize, and manage projects
• Strong teamwork and “get things done” attitude
• Commitment to exceeding customer expectations and achieving results
• Focus on continuous improvement
• Excellent communication across all levels
• Ability to build strong relationships with internal and external stakeholders
• High integrity, ethics, and confidentiality