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Senior Director, Order Fulfillment

Date: Jan 9, 2019

Location: Columbia, MD, US, 21044

Company: W. R. Grace & Co.

Requisition ID: 3143 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 3,900 people in over 30 countries.

Job Description

The primary role of the Global Director, Fulfillment is to lead a global organization focused on the efficient movement of materials and product throughout the Grace manufacturing, distribution and customer service network.  This position partners with each business and functions across Integrated Supply Chain to meet and exceed customer expectations for delivery and service, inclusive of cost, , and customer satisfaction results.

Directs and oversees the fulfillment process for $2.5B in revenue. Leadership responsibility for global team  (~150+ people) whose duties include order entry, trade compliance, warehouse management, network optimization and logistics planning and execution. 

Leads staff that is responsibility for the management and implementation of core logistics strategies, plans and programs, including 4-Party Logistics (4PL). Manages key relationships with service providers such as 4PL, freight forwarder, warehouse providers and related supplier relationships including the development, negotiation and management of regional contracts.

Develops and leads process to insure suppliers are held accountable for performance and continuous improvement including response time, delivery performance, and quality improvement, cost control and cost reduction.

Develop and track internal and service provider KPI’s that monitor order fulfilment process that are aligned with Grace Business objectives.  Responsible for attaining annual productivity goals.

Position will be liaison between the fulfilment and business teams to ensure compliance of company practices and processes and provide input and assistance for resolution. He/she will support continuous improvements in the fulfilment process and work with cross functional teams to support business goals.

Develop, engage, coach and mentor employees.  Ensure training, development, engagement are in place for the team.  Maintain and track performance metrics to provide KPI data to include On-Time Shipments, logistics partner performance, invoice errors, etc.

Develop and Implement key Customer Excellence metrics leading to higher customer satisfaction and good will

Develop and implement strategies to optimize the Grace distribution network, through global logistics and storage planning, utilizing the most efficient carrier and transportation modes.

Accountable for the performance of the global warehousing network

Directs and oversees the order fulfillment process for $2.1B in revenue and establishes and leads standardized processes for order tracking from entry to customer delivery.

Develops and leads supplier management metrics for performance and continuous improvement including response time, delivery performance, and quality improvement, cost control and cost reduction for logistics providers.

Lead global customer service and support team that is responsive and ensures customer expectations for delivery.  Address customer complaints, lead root cause corrective actions and ensures proper follow-up to drive resolution.

Oversee and ensure that global Harmonized Tariff Classifications (HTS), compliance of Import and Export regulations, Country of Origin (COO), Free Trade, Duty Draw Back, and any other Trade Compliance requirements are adhered.

Oversee end-to-end order management process and utilize Lean Six Sigma tools to drive continuous improvement for delivery and service. 

Required Skills

·         Customer-service orientation  

·         Ability to lead global and diverse teams

·         Exceptional communication, presentation and interpersonal skills with all levels of the organization

·         Attention to detail

·         Strong decision making, problem solving and analytical, quantitative skills

·         Excellent organizational skills and ability to manage and prioritize multiple issues simultaneously

·         Ability to integrate information and make decisions in support of business goals

·         Demonstrated ability to influence at all levels of the organization

·         Ability to work in fast-paced environment and deal with change.

·         MS Office proficiency

·         Proficiency with order management systems and modeling to optimize performance.

Required Experience

·         Bachelor’s degree in business or related field, and at least 15 years of experience in customer service, logistics or in a related area. At least 10 years of demonstrated experience in leading teams within Supply Chain functions.

·         Demonstrated success for leading and driving process improvement efforts from concept to implementation.

·         Exceptional communication, presentation and interpersonal skills with all levels of the organization.

·         Must be flexible and adaptable to respond to the current business conditions

·         Sense of urgency and bias towards action.

Preferred Qualifications

 Experience in the chemical industry, Haz-Mat transportation or related industry.

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.


Nearest Major Market: Baltimore