Job Description

Role Purpose

The Head of Order Fulfilment is responsible for leading end-to-end order execution across multiple distribution centers, warehouses, and fulfillment locations, ensuring superior customer service, on-time delivery, inventory accuracy, Quality and operational excellence. The role drives standardization, process optimization, productivity, cost efficiency, and continuous improvement across the fulfillment network while partnering with Sales, Customer Service, Planning, Transportation, Sourcing, and Operations teams.

Key Responsibilities

1. End-to-End Order Fulfilment Leadership

• Lead the end-to-end order fulfilment process from order receipt through Order Shipping.
• Ensure achievement of customer service, OTS (On-Time Shipment), and order cycle-time targets.
• Support Establish fulfillment strategies aligned with business growth objectives.
• Drive seamless coordination between planning, inventory, warehousing, transportation, and customer service functions.
• Manage fulfillment performance across multiple Fulfilment Centres warehouses, distribution centers, and third-party logistics providers.

2. Multi-Site Operations Management

• Lead fulfillment operations across regional and national distribution networks.
• Standardize processes, operating procedures, and performance metrics across all locations.
• Develop and monitor capacity plans to support volume growth, Month End and seasonal demand fluctuations.
• Ensure consistent execution of safety, quality, and compliance standards across sites.
• Conduct regular operational reviews with site leaders to drive accountability and performance.

3. Customer Service Excellence

• Deliver superior customer experience through reliable and accurate order execution.
• Manage customer order prioritization and exception handling during supply constraints.
• Collaborate with commercial teams to improve service levels and customer satisfaction.
• Lead root-cause analysis of service failures and implement corrective actions.

4. Inventory and Order Management

• Co-ordinate with planning team on inventory availability and allocation strategies support business requirements.
• Drive inventory accuracy through strong warehouse controls and Physical / cycle counting processes.
• Plan and Optimize order waves, allocation rules, and fulfillment priorities especially during month ends.
• Partner with planning and procurement teams to minimize stock-outs and excess inventory.

5. Continuous Improvement and Productivity

• Lead Quality initiative and continuous improvement initiatives across fulfillment operations.
• Identify opportunities for automation, digitization, and process simplification, working along with Business Analytical and Projects team.
• Drive labor productivity improvements and cost optimization programs.
• Implement best practices and benchmark performance across industry standards.

6. Technology, Systems and Digital Enablement

• Own fulfillment-related processes within ERP, WMS, OMS, and transportation management systems.
• Drive adoption of digital tools, automation, analytics, and reporting platforms.
• Improve visibility across the order-to-delivery process using real-time dashboards.
• Support system upgrades, implementations, and Implementation of System integration projects with 3PL partners.

7. Financial and Cost Management

• Manage fulfillment budgets and operational expenses.
• Deliver productivity savings and cost reduction initiatives without compromising service.
• Monitor warehousing, labor and inventory carrying costs.
• Develop business cases for network optimization and capital investments.

8. People Leadership

• Lead and develop regional fulfillment managers, warehouse leaders, and support teams.
• Establish a high-performance culture focused on accountability and continuous improvement.
• Develop succession plans and capability-building programs.
• Foster a culture of safety, engagement, and customer focus.

9. Over all Supply Chain Knowledge

• Should possess end-to-end supply chain expertise encompassing demand and inventory planning, S&OP, and network capacity optimization; bulk transportation through fleet management, route optimization, carrier relationships, and freight cost control; warehousing operations including inventory accuracy, storage optimization, productivity, safety, and automation; logistics technology such as ERP, WMS, TMS, OMS, real-time visibility tools, analytics, AI, and IoT; order fulfillment processes from order receipt to delivery with a focus on OTIF, fill rate, and customer service; and last-mile delivery involving route efficiency, delivery partner management, customer experience, and reverse logistics. Success in the role requires balancing cost, service, inventory, and operational efficiency while driving continuous improvement, digital transformation, stakeholder collaboration, and high-performing teams.

Qualifications

• Bachelor's degree.
• Master's degree / MBA is desirable in Supply Chain, Logistics, Engineering, Operations Management, or related discipline.
• Professional certifications such as APICS (CPIM/CSCP), Six Sigma, Lean, or equivalent preferred.

Experience

• 15+ years of progressive supply chain, logistics, distribution, or fulfillment experience.
• Minimum 5+ years in a senior leadership role managing multi-site fulfillment operations.
• Proven experience leading large distribution center networks and third-party logistics providers.
• Strong experience with ERP, WMS, OMS, and supply chain technology platforms.
• Demonstrated success in driving service improvements, productivity gains, and cost optimization.

Key Performance Indicators (KPIs)

• OTIF (On-Time In-Full) & Order Fill Rate, Order Cycle Time
• Perfect Order Performance
• Customer Service Level
• Inventory Accuracy
• Warehouse Productivity
• Cost per Order Fulfilled
• Distribution Cost as % of Sales
• Backorder Volume
• Safety Performance

Critical Competencies

Leadership

• Strategic thinking, Inspiring and developing teams, Change management, Stakeholder management

Operational Excellence

• Supply chain management, Distribution and warehousing, Inventory management, Process optimization

Business Acumen

• Financial management, Data-driven decision making, Risk management, Customer-centric mindset

Technical Skills

• ERP, Warehouse Management Systems (WMS), Order Management Systems (OMS) BI Tools, Advanced Excel and operational reporting, System Integration with 3PL partners