Description
Reporting to the COO, the Order Fulfillment Director is responsible for the accurate and efficient processing of customer orders. This role serves as a critical link between customers, sales, production, and logistics to ensure orders are entered, scheduled, fulfilled, and delivered on time. The ideal candidate thrives in a fast-paced environment, demonstrates strong attention to detail, and can manage multiple priorities without sacrificing accuracy.
Requirements
Duties and Responsibilities
- Accurately review and manage customer orders in ERP systems with a strong focus on speed and precision
- Review orders for completeness, pricing accuracy, lead times, and product specifications, customer delivery dates
- Coordinate with production planning and scheduling teams to ensure timely fulfillment
- Communicate order status, delays, and updates proactively to internal stakeholders and customers
- Resolve order discrepancies, including pricing, quantity, shipping dates, and product issues (schedule dates etc.)
- Monitor inventory levels and collaborate with supply chain teams to prevent stock outs or delays
- Prioritize and expedite urgent orders as needed to meet customer demands
- Maintain detailed and organized order records and documentation
- Support continuous improvement efforts to streamline order processing workflows
- Ensure compliance with company policies, customer requirements, and quality standards
- Overtime, develop and track the prediction of orders based on order patterns of customers servicing different markets.
- Develop and implement programs & process to support sustainable customer fulfillment support.
- Analyzing sales history to help predict customer order, needs, and demand
Key Competencies
- Attention to Detail: Ability to maintain high accuracy in a fast-paced, high-volume setting
- Multitasking: Skilled at managing multiple orders and priorities simultaneously
- Communication: Clear and professional communication with internal and external teams
- Problem-Solving: Ability to quickly identify and resolve order-related issues
- Adaptability: Comfortable working in a dynamic manufacturing environment with shifting priorities
Performance Metrics
- Order entry accuracy rate
- Order processing turnaround time
- On-time delivery performance (in coordination with operations)