Job Description

Operational

- Ensure that all customer orders are processed accurately and efficiently, and that they are delivered to customers on time.

- Collaborate across teams both internally and externally to ensure that customer orders are shipped and delivered in a timely and cost-effective manner.

- Monitor and analyze order fulfillment metrics such as order cycle time, order accuracy, and inventory turnover, and take corrective action where necessary to improve service standards.

- Continuously identify service gaps, make recommendations and implement solutions to enhance customer satisfaction.

- Ensure that all orders are fulfilled in compliance with applicable regulations and standards.

- Continuously improve the order fulfillment process by identifying opportunities for process improvements and implementing changes to increase efficiency and reduce costs.

- Develop and drive Vendor Logistics Program with the aim to grow.

- Conduct EDA admin and training delivery refresher course.

- Ensure all processes are documented and updated SOPs are reviewed together with the team after the Logistics Specialist team's updates.

- Any other responsibilities as assigned by Manager.

Stakeholder Management

- Manage relationships with customers, addressing any issues or concerns they may have and ensuring that their orders are fulfilled to their satisfaction.

- Develop and maintain effective communication channels with customers to ensure that their requirements are understood and met.

- Ensure that the team provides excellent customer service at all times, and work to improve the customer experience through process improvements and other initiatives.

- Manage relationships with suppliers and vendors to ensure customers' orders and concerns are delivered and resolved timely. This includes monitoring the performance of the service providers to meet operational KPI requirements, contract renewals and negotiations etc.

Leadership and Direction

- Drive a customer-centric approach within the team.

- Develop and maintain effective relationships with other departments within the organization.

- Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes to increase efficiency and reduce costs.

- Manage and coach a team of order fulfillment staff, ensuring that they have the skills and knowledge necessary to perform their roles effectively.

- Set performance goals and provide ongoing feedback and support to team members to help them achieve their targets.

- Foster a positive team culture and create a motivating work environment that encourages teamwork, collaboration, and continuous improvement.

- Manage peak/off-peak resource allocation and drive inter-department workflow efficiencies.

- Ensure compliance to local regulatory requirements, including OT and safety-related compliance.

Financial Performance

- Manage the order fulfillment budget, ensuring that costs are controlled and resources are used effectively.

- Monitor and analyze order fulfillment metrics such as order cycle time, order accuracy, and inventory turnover, and take corrective action where necessary to ensure that the budget is optimized.

- Develop and implement strategies to improve the profitability of the order fulfillment function, such as increasing sales volumes, reducing costs, or improving operational efficiency.

- Ensure billing timeliness, accuracy and completeness to reduce the amount of unbilled revenue.

- Work closely across functional teams to follow up on outstanding AR with customers to improve financial figures.

- Minimum 6 years working experience in the logistics industry and proven track record in Customer Service/Operations.

- In-depth knowledge of carriers, forwarders, documentation and international supply chain process flows.

- Possess strong command of English Language and communication skills. Familiar with PC applications and MS Office tools.