Delivery Fulfillment Lead will lead the Delivery Fulfillment Team of APAC Regional Distribution Center (ADC) to manage sales order processing and day to day communication with the countries on order and delivery fulfillment. As a critical member of ADC operation team, you will have the opportunity to overses, develop, and improve the process and procedures. Key responsibilities include sales order processing, order confirmation, shipping docs creation and invoicing, and freight booking and tracking.
Duties & Responsibilities
Delivery Fulfillment Team Lead
- Lead the Delivery Fulfillment Team to delivery efficient and excellent customer service experience to our internal customers
- Monitor and resolve escalated customer issues, providing timely resolutions to minimize impact to customer satisfaction
- Recruit, mentor and develop delivery fulfillment team
- Manage and lead process enhancements and projects
- Plan team goals and improve initiatives
Order Management
- Receiving, validating, and processing sales order
- Order confirmation, monitoring, rescheduling, and reconfirming
- Check product availability and liaise with planning team to ensure fulfillment of the order on the required delivery date
- Prepare shipping documents, invoicing, and other documents required
- Work closely with country teams, QA, and product owner to ensure products shipped are compliant with respectively countries' regulatory requirements (e.g. labels)
- Close follow up and co-ordinate with countries to provide timely and accurate information about the order
- Manage and communicate open order book regularly with countries
- Control allocation block and release
- Handling order related issues and claims
- Handling of return shipment from countries
Delivery Fulfillment
- Communicate with warehouse for order picking, shipping condition and shipment booking to ensure goods are collected and dispatched on time
- Trace the shipment to ensure on time delivery
- Escalation point for shipment issues, clarifications and support
- Maintain and review SOP with forwarders and 3PL team
- Manage and track spot quote RFQ for exceptional shipments requirements and cost control
- Actively explore cost saving and sustainability opportunities and drive implementations
- Manage TMS dashboard and data accuracy, work with transport team and forwarders to maintain EDI data accuracy
Administration
- Develop work instructions, procedures and standards
- Design and maintain reports for operations and analytics
- Weekly review on hold invoices and drive resolutions
- Maintain relevant master data within the assigned area
- Maintain and review operations KPI with 3PL and forwarders to meet business metrics goals
- Investigage into recurring operational issues and take corrective actions and continuous improvement on process and SOP
- Support external and internal audit within the assigned area
Requirements
- Bachelor's degree or equivalent in Logistics or business related fields
- Minimum 5-7 years relevant working experience in supply chain order fulfillment management
- Solid knowledge of international trade regulations and documentation requirement
- Experienced user of ERP system, preferably SAP
- Proficient in Microsoft Office
- Strong verbal and written skills in English
- Demonstrated ability to communicate and solve problems together with external and internal stakeholders globally
- Cooperative mindset, attention to detail and willingness to provide excellent customer service
- Able to prioritize and multitask
- Comfortable working independently in a fast-paced & dynamic environment while dealing with ambiguity
- Highly passionate and have a high sense of responsibility and accountability
- Working experience in Medical Device or Healthcare industry is a plus
