Manager, Order Fulfillment

Job Description

Responsible for the operations of the Order Fulfillment team in Manila and for ensuring the delivery of high-quality order fulfillment services. Provide guidance and developing team members, ensuring all team members understand and meet Customer Service Level Agreements and KPIs. Drive regular performance reviews, workforce management, and effective communication with stakeholders are key components of this position.  Lead/ support Supply Chain Projects involving Order Fulfillment.

Responsibilities (1 of 2)

• Review the OF Team’s Workforce management daily/monthly and ensure proper backup system, endorsements  and communication to stakeholders are in place.
• Identify and enforce effective Business Continuity Plan (BCP) within the department to guarantee uninterrupted operations during disruptions.
• Responsible for effective communication and collaboration with cross-regional and cross-functional teams to address challenges and improve overall order fulfillment processes.
• Responsible for corporate audit to the Order Fulfillment process in APAC and to ensure processes and policies are adhered to for compliance. Establish and report monthly and quarterly Team KPI and any other reporting required.
• Conduct advanced interviews of applicants assessing behavioral and situational questions
• Participate in GBS Extended Leadership meetings and initiatives to improve the overall service of Manila site; support GBS Site engagement activities and encourage the team to participate.
• Log customer issues in the Issue Management Tool and responsible for the correction action and participate in IMT monthly discussions.
• Manages monthly revenue recognition reporting and provides timely feedback to the leadership in Order Fulfillment.
• Lead and work hand-in-hand with the Team in process standardization and best practices across all BUs and APAC countries.  Develop comprehensive improvement plans that align with organizational goals and objectives.

Responsibilities (2 of 2)

• Identify and respond to internal & external challenges in Grace Action Request Database.
• Perform other duties as required to support the department’s functional needs.
• Establish and report monthly and quarterly Team KPI, including quarterly NA Critical Shipment Report.  Perform other duties as required to support the department’s functional needs.
• Ensure every team member understands Customer Service Level Agreement and KPI, and work towards meeting both; Conduct mid-year and year-end performance reviews their direct reports.
• Expertise in leading and managing change within the team, adapting to industry trends, and maintaining awareness of current events that may impact the business.
• Lead the Manila OF team and align with Japan and Korea teams, managing process changes within the team, adapting to industry trends, and awareness of current events that may impact the business.   Provide the strategy and development plan for the CSR team to support growth in APAC.
• Provide support and guidance to team, develop and hone potential on technical and soft skills, including scheduling of skill training.

Skills and Abilities

• High level knowledge on all Customer Service Processes, proficient in evaluating and identifying non-compliant processes.
• Foster a culture of safety awareness and proactive risk management throughout the department.
• Detail-oriented, demonstrated ability to meet tight deadlines and manage multiple tasks.
• Strong interpersonal skills.  Able to communicate to all levels in the organization and across functions.
• Ability to lead, train and motivate all team members to meet expected service level, proven ability to execute and deliver on goals.
• Advanced problem-solving and critical thinking skills; Able to analyze order fulfillment processes to streamline operations, enhance accuracy and reduce cycle times.
• Lean Six Sigma YellowBelt certified, project management experience is a must.
• Adapt management approach to accommodate cultural differences and foster a harmonious work environment.

Qualification & Educational Requirements

• Bachelor’s degree (or above) in business or supply chain-related field.  
• Supply chain or similar certification preferred.
• 7-10 years experience of leading a team
• 7-10 years experience in customer service, order fulfillment and order processing handling APAC customers
• Chemical industry experience preferred, with understanding to DG and Non-DG shipment handling.
• 7-10 years experience with SAP processes and Master Data Management. 
• Proficient with the Microsoft Office® suite and SAP for Order Processing - including Visio and Adobe Acrobat for documentations.
• Good written and oral communication skills including both oral and written fluency in English. 

Benefits

•   Guaranteed 14th month Pay 
• Above-market Retirement Plan Design 
• LinkedIn Learning Access 
• Established Performance Incentive Program 
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents 
• Educational Assistance 

Dignified Workplace Commitment: Grace is sexual orientation, disability, religion, or any other aspect of their identity.   committed to providing a dignified and inclusive work environment for all employees and welcomes and encourages diversity. This means that all employees are entitled to be treated in a respectful, professional, and inclusive manner, regardless of gender, race, ethnicity,