Order Fulfillment Manager

Reports to Regional Logistics Manager (solid reporting line); Corporate Services - Logistics
Description & Principal Purpose
Reporting to the Regional Logistics Manager, the Order Fulfillment Manager is responsible for overseeing the following:
- CRM Qoute Verification
- Order entry (SAP) - SD & MM Modules
- Customer Records
- Sales Support
- Management of Sales & Service Administration Team
Main tasks
Including but not limited to:
1) Accountable for the process chain from CRM quote verification to invoicing to customer
2) CPO Owner, driving continous process improvement
3) Accountable for inventory accuracy, discrepancies are resolved and corrective action is implemented
4) Supervise on inbound & outbound activities to ensure service providers provide excellent support on customs clearance and on time delivery
5) Implement Lean practices in warehouse operations to maximize warehouse space, utilization and efficiency
6) Ensure compliance to import and export regulations for all shipment from/to different countries where logistic movements are required
7) Lead and drive changes to warehouse and logistics procedures and work flow to improve overall operational efficiency and ensuring all procedures are effectively implemented and adhered to.
8) Ensure all operations documents are well maintained for audit purposes
9) Work closely with sales and operations teams towards customer service excellence
10) Management consignment stock at sites and monitor on the progress of goods return
11) Support Sales & Service staff and provide information on deliveries, service scheduling, etc.
12) Manage and guide Sales & Service Administration team and ensure all team members are well trained
13) Ensure all orders are timely and accurately entered into system
14) Oversees the order fulfillment process ensuring orders are processed in accordance with the ZEISS' customer service standards
15) Lead the bi-annual stock counts in the warehouse
16) Build credibility and trust with internal and external customers by interacting with customers and a high degree of responsiveness
17) Apply business and process knowledge to manage / recommend alternate courses of action in handling day to day operations / problem solving
18) Capable of resolving escalated issues arising from operations and requiring coordination with other departments
19) Ensure Global initiatives are supported and all measurements are in place to meet these goals
20) Any other duties and responsibilities as assigned by the management