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