Fulfilment Officer
Job Description
Duties & Responsibilities
ENVIRONMENT:
A Health Tech Solution Company situated in Pretoria is presently in search of a Fulfilment Officer. The role involves coordinating and facilitating all order fulfilment and escalation activities within the B2C department, specifically focusing on product orders in the USA and other regions. The ideal candidate should possess a Diploma in Supply Chain and Logistics, with a Bachelor’s degree in Business Management, Supply Chain Management, Logistics, or a similar field considered desirable. The minimum applicable experience for this position is 2 years.
DUTIES:
Stock Management 10%
Assist in conducting stock-takes (where applicable) and ensure stock levels are kept above minimum levels.
Continuously liaise with fulfilment partners to monitor stock levels.
Assist in determining if inventory quantities are sufficient for needs, ordering more materials when necessary. This may include inventory forecasts based on provided sales forecasts.
Assist in preparing, sending and filing purchase orders. Ensure purchase orders are executed.
Assist in contacting suppliers to schedule or expedite deliveries, follow up on orders, and to resolve shortages, missed or late deliveries, and other problems.
Assist to calculate costs of orders, and charge or forward invoices to appropriate accounts.
Assist in communicating to suppliers and fulfilment warehouses regarding order status, changes, or cancellations.
Manage stock storage and ensure all devices are kept in the correct location.
Assist with the implementation of a stock management system.
Assist in ensuring adequate stock levels of all applicable packaging is maintained.
Order Fulfilment 80%
Ensure orders are fulfilled accurately and within the promised lead time.
Manage fulfilment software systems.
Assist in managing retail partner systems and order management systems.
Ensure adequate stock levels through close monitoring of stock and frequent engagement and alignment with the company’s procurement function.
Resolve operational issues related to pending and fulfilled orders.
Coordination with shipping service providers (USPS, UPS, FedEx etc.).
Provide reports to the line manager and relevant stakeholders on order and fulfilment statistics and metrics.
Continuous communication with fulfilment stakeholders.
Create manual orders on an ad hoc basis.
Oversee the order tracking process and ensure orders are processed in accordance to the organization’s customer service standards.
Post fulfilment engagement with asset management and related systems.
General escalation management and support.
Identify and present improvement initiatives relating to fulfilment processes and systems.
Record Keeping 10%
Compile relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes.
Efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the company’s ecosystem.
REQUIREMENTS:
Minimum education (essential):
Matric
Diploma in Supply Chain and Logistics
Minimum education (desirable):
Bachelor’s degree in Business Management, Supply Chain Management, Logistics, or similar.
Minimum applicable experience (years):
2 years
Required nature of experience:
Administration
Process documentation
Case logging
Fulfilment coordination
Escalation coordination
Retail or FMCG
Skills and Knowledge (essential):
Excel
Customer support
Strong communication skills
Strong time management and prioritization skills
An appreciation for query resolution and a sense of urgency for escalation turnaround times
Strong mathematics skills and attention to detail required
A great understanding of fulfilment processes and systems
CRM Software (Customer Relationship Management)
Inventory Management and Fulfilment Software
Skills and Knowledge (beneficial):
WMS (Warehouse Management System Software)
ERP (Enterprise Resource Planning Software)
Working knowledge of US carrier services and related platforms
Shopify
Shopstation
Salesforce
BigCommerce
ShipStation
Stripe
Essential Competencies:
Examining Information
Establishing Rapport
Convincing People
Showing Composure
Meeting Timescales
Checking Things
Managing Tasks
Taking Action
Important Competencies:
Documenting Facts
Interpreting Data
Developing Expertise
Adopting Practical Approaches
Providing Insights
Articulating Information
Making Decisions
Thinking Positively
Embracing Change
Inviting Feedback
Following Procedures
Producing Output
