Order Fulfillment Coordinator

Naam auteur:  Jeff Forbes

Datum:  11/2022

1. Job Title:
 

ORDER FULFILLMENT COORDINATOR

2. Purpose of the function:

Is the key contact person for the customer and is responsible for the operational sales order process, including the administration. The sales coordinator is responsible for the correct distribution of the goods, at a cost and time most suitable to the customer. 

3. Context of the function:

Interior influences: 

• Sales/distributors: hand over the orders and inform about the agreed conditions
• Finance (credit control): go/no go for the actual delivery
• Planning: confirmation of the delivery deadlines
• Operations: optimization of the capacity 
• Logistics: schedules the actual delivery, provides the necessary information to client/transporter (ex. volume) and follows up the delivery
• Service: the follow-up of the service orders, as well as providing the information 
• Innovations: product changes and master data
• Marketing: pricing information

External influences:

• Transporters: different problems (ex., not respecting the commitments/transit times)
• Bank: providing documentary collections
• Customer: order revisions (timing of the delivery, additional orders, respecting financial agreements, …) 
• Business Cycle: Heating season vs building season  

4. Position of the function within the organization:
 

Reports to the Logistics Manager

5. Key result areas: 

•  Processing and follow-up of customer orders: 
• Collects all the relevant technical information required to process the orders (manually or electronically) and verifies the agreed conditions.
• Confirms the orders to the customer, including the delivery time, (within 24 hours after receipt DAR) 
• Manages his order portfolio by timely adjusting the order planning (= reschedules orders) in case of problems (ex., not respecting payment terms by clients, lack of timely confirmation by the customer, backorder as a result of non-disposal of products, transport problems) and liaise with customers striving for solutions, in function of the capacity within production/logistic department
• Contacts the customer to get the timely confirmation by the customer on effective order collection at the agreed date
• Prepares the order/delivery:  the input and maintenance of orders and in case needed the organization of the transport, the issuing of the required documents (delivery documents, customs documents, other financial documents).
• Ensures that orders are ship confirmed and invoiced, and required basic documents are correct and that files are archived.
• Monitoring commercial claims:
  • Registration of commercial claims and track by code with detail for tracking/reporting
  • Seeks out the root cause of the claims and takes accurate action (ex., by processing the deficit, issuing credit notes, inventory cycle counts)
• Is an important contact person for the customer: informs about orders, product availability, transport, commercialized services, etc.
• Participates in daily production meeting.  Bringing order concerns to production and communicating production issues to customers.
• Occasional activities:
  • Price discussions with transporters to obtain better buying prices against sales enquiries
  • Active involvement/participation in improvement projects, (ex., Job-upgrade, …)
  • Audit loads destined for key customers. 
  • Attend weekly customer delight meetings for errors, customer service improvement, and quality complaints.    

6. KPI’s:

• Delivery reliability: quantity of back-orders as a result of wrong order processing 
• Customer satisfaction with regard to provided service (accurate and timely information)
• Quantity of processed orders, number of processed deliveries (volume)
• Transportation savings/quality for the customer (value)

7. Required basic criteria:

• Minimum Bachelor degree or equivalent through experience (Administrative Assistant, Office Manager, etc)
• Language skills: English and Spanish (preferred).  
• IT-skills: MS-Office (Word, Excel). Experience with ERP systems is an advantage
• Experience of the order processing/scheduling is an advantage
• Experience in transport organization and customs handling is an advantage

8. Competencies:

• You are an excellent communicator (who works well with a wide cross section of people)
• You are flexible
• You are able to work independently and manage your own workload and priorities
• You have a flair for customer service with excellent attention to details 
• You show good attention to results
• You are stress resistant 

9. For agreement: