Manager, Order Fulfillment

Job Description

Responsible for the end-to-end management of the fulfillment process (PO to Delivery) in a re-invoicing business model and leading the CSR team in Manila to achieve Operations Excellence. Key role in working with the business leadership, sales management, logistics/ warehousing, and 3PL partners in executing the sales orders and shipments to meet Grace’s revenue target and customer expectations. The role also ensures proper revenue and transactional controls following Grace's financial and audit policies. Act as the Order Fulfillment champion for the businesses served out of GOC Manila and fully responsible for the KPI review and complaint management.

Duties

•    Manage the CSR team in Manila for all customer sales orders, deliveries, shipments, credits and invoicing.
• Identify and lead training activities and review workload balancing periodically with the team.
• Responsible for order management escalation and develop resolution plans to minimize potential risks and eliminate recurring issues.
• Set standards and alignments for the re-invoicing process for all drop ship and interco orders together with Order Fulfilment in the other regions.
• Act as the business/ function lead for process improvement activities and projects, scope include communication, project participation, testing and change management on the project teams.
• Responsible for corporate audit to the Order Fulfillment process in APAC.
• Define, measure and report key customer satisfaction metrics, makes plans to monitor and attain results – provide guidance to the CSR Team Leads in achieving the targets.
• Ensure the CSR team has the tools to meet Customer Service Level agreement and perform to expectations.
• SAP expert for all Order to Cash process, including credit returns and logistics management.
• Attend / lead regular business review meetings with key stakeholders and teams to review performance, initiate improvements and manage issues.
• Provide the strategy and development plan for the CSR team to support growth in APAC.
• Manages monthly revenue recognition reporting and provides timely feedback to the leadership in Order Fulfillment.   

Skills and abilities

•  Experience and knowledge of change management principles, methodologies, tools and best practices.
• Good communication skills both vertical and horizontal within businesses and among peers, skills include both written and verbal communication abilities.
• Ability to interface with customer and sales/ business teams to articulate and represent customer requirements and drive superior customer experience.
• Ability to lead, train and motivate cross-functional teams. Strong decision-making, problem solving and analytical/quantitative skills, with outstanding organizational skills.
• Must be a team player and able to work collaboratively with and through others.
• Strong in SAP/ SAP SAC knowledge, proficient with the Microsoft Office® suite for order processing and reporting.
• High degree of comfort operating effectively in a complex, matrixed and metric driven environment.
• Experience in building an efficient team and coaching team leads to higher level.
• Knowledge in international shipment process, documentations, incoterms and custom processes.
• Previous Six Sigma/ LEAN experience in leading projects.
• Experience with LC shipments and bank presentation processes.
• In depth knowledge of best practices for all major OTC processes, swim lanes and understanding of SAP standard SD processes, SOPs and SD configuration. Strong master data knowledge related to Order Fulfillment.

Qualification & Educational Requirements

• Bachelor’s degree (or above) in business or supply chain-related field.
• Supply chain or similar certification preferred.
• 7+ years experience in customer service, order fulfillment and order processing.
• Chemical industry experience preferred, with understanding to DG and Non-DG shipment handling.
• 10 years experience with SAP processes, GTS, TMS and Master Data Management.
• Knowledge in the use of Microsoft Office® suite, including Visio and Adobe Acrobat.
• Knowledge in international trading business for order processing and shipping.