Order Fulfillment Specialist

The Order Fulfillment Specialist is responsible for ensuring timely, accurate, and efficient processing of customer orders from our warehouse and delivery systems. The focus is on delivering service that supports order accuracy and efficiency, and long-term customer satisfaction and retention

Duties and Responsibilities

1. Order Processing

   1. Receive, verify, and process customer orders, ensuring all items meet the specifications and delivery timeliness.

   2. Check Sales Order status and plans target dispatch and/or delivery dates

   3. Review status of pending unserved SO and monitor SO-Aging & collaborate with Sales & production for allocation & depletion, if any.

   4. Monitor and tracks status of booked Sales Orders from processing until delivery to customer

   5. Collaborate with concerned departments/teams (Production, Supply Chain, Sales, Warehouse and Logistics), on issues affecting order fulfillment to prevent delays and ensure on-time customer order delivery.

1. Fulfillment Governance

   1. Maintain data on Perfect Order Fulfilment (POF) to regularly publish and report performance and supplementary KPIs to improve Business goals.

   2. Maintain data on differences between Average Order Volume versus Actual Orders in a per client level.

      1. Regularly publish performance on the said differences, and the reasons on gaps (if decreased) or improvements (if increased).

      2. For the volume decreases, escalate to Sales Manager and Distribution Manager in order to immediately bridge the gap with customers.

1. Customer Retention: Develop and maintain strong relationships with clients, ensuring their ongoing satisfaction with our products and services. Identify opportunities for repeat business and customer loyalty through personalized communication and follow-up.
   

2. Inventory Management

   1. Collaborate with warehouse and logistics partners to ensure the accurate tracking and replenishment of stock levels for flour and non-flour products

   2. Collaborate with Warehouse and Logistics (W&L) Specialists to determine Order readiness & attainment

   3. Provide Orders Schedules to W&L Specialists to ensure effective execution
      

3. Customer Communication: Act as the point of contact for order inquiries, providing updates on order status, and estimated delivery times, and resolving any issues that arise.
   

4. Shipping & Logistics Coordination: Coordinate with logistics teams and third-party carriers to ensure timely shipping of orders and manage delivery schedules.
   

5. Documentation: Maintain accurate records of order details, shipping documentation, and customer communications in the order management system.
   

6. Problem Resolution: Proactively identify and resolve any fulfillment issues, such as stock shortages, backorders, or shipping discrepancies, in collaboration with other departments.
   

7. Collaboration: Work closely with the sales, customer service, and production teams to ensure smooth order fulfillment, customer satisfaction, and support for customer retention initiatives.
   

8. Continuous Improvement:

   1. Suggest process improvements to streamline order fulfillment processes, increase efficiency, and enhance customer experience to foster long-term loyalty.

   2. Actively participates in company programs and generates ideas on process improvement, quality and increasing customer satisfaction

Education:

• Bachelor’s degree in business, supply chain management, or a related field preferred

Experience:

• Experience: Minimum 1-2 years of experience in sales, order fulfillment, customer service, or supply chain management, preferably in the food or bakery industry.

License/s:

• Not applicable

Other Requirements:

• Strong attention to detail and organizational skills.

• Excellent verbal and written communication abilities.

• Strong problem-solving abilities and the capacity to work independently and as part of a team.

• Knowledge of inventory control, shipping logistics, and quality assurance processes

• Customer-focused attitude, with an emphasis on building long-term customer relationships and improving retention rates.