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Fulfillment Manager

2 months ago

Norcross, United States Sebia USA Full time

The Fulfillment Manager at Sebia shall enjoy a hands-on role that leads the fulfillment process from inception to completion including order receipt, entry, administration, inventory procurement and management, and order distribution. The Fulfillment Manager leads the Fulfillment team comprised of Customer Service (2) and Distribution Associates (3). This position will focus on providing an excellent customer experience while ensuring all activities are in conformance with the organization’s business objectives.


Customer Service

  • Develop and enforce procedures, policies and standards that provides Sebia’s customers with a high level of service that creates an easy environment for doing business that facilitates organic growth
  • Establish and enforce internal and external communication protocols relating to customer inquiries, backorders, on-hold orders, standing orders, delayed orders, pricing discrepancies, demo/no charge shipments
  • Guide the Customer Service team in addressing and taking ownership of customer inquiries until a resolution is provided
  • Monitors and resolves orders on hold
  • Provides guidance as issues/questions arise
  • Processes customer returns timely and accurately
  • Collaborates with IT to improve the order entry process and improve communication through the use of technology that will reduce/eliminate human error


Inventory Management

  • Ensures appropriate inventory levels are maintained to maximize customer satisfaction and minimize cost
  • Collaborates with the Director of Technical and Regulatory Affairs to ensure imported product clears through Customs and FDA in an appropriate time
  • Provides requested documents to the USDA and the FDA to assist in the importation of regulated products
  • Creates Purchase Orders based on suppliers' schedule
  • Reviews inventory quantities regularly to identify trends, minimize loss from product expiration and establish timely disposal of returned products
  • Manages relationships and negotiates with suppliers, freight forwarding and other transport service providers
  • Reviews and approves supplier and freight invoices
  • Audits the inventory accuracy by completing cycle counts of company assets
  • Identify and introduce best practices for supply chain and logistics management within the organization
  • Collects instrument forecast from the sales organization and incorporates into purchasing schedule
  • Communicates supply disruptions that impact fulfillment


Distribution

  • Organize the safe and efficient storage and distribution of goods
  • Supervise team of distribution associates to ensure customer orders are fulfilled correctly
  • Manages and optimizes warehouse processes including receiving, stocking, picking, packing, and shipping
  • Develops warehouse design by planning layout, product flow, and product handling systems to meet current and future needs; evaluates and recommends new equipment
  • Maintains safe and healthy work environment by establishing, following, and enforcing standards and procedures and complying with legal regulations
  • Develops access policies and procedures to secure property; coordinate security measures with IT department
  • Perform cost negotiations with vendors (UPS, FEDEX, TECH-TRANS)
  • Performs routine inspection of assets to ensure accuracy
  • Acquires and/or maintains equipment to efficiently and accurately distribute goods


Other/Additional

  • Identifies and issues KPIs to measure success and identify areas of improvement
  • Provides input to strategic decisions that affect the order fulfillment cycle
  • Assists in the Development of the budget for in-bound freight and Operating expenses for the Fulfillment team