Order Fulfilment Manager

Success Recruit Ltd; Chelmsford; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Free onsite parking

Job summary

Success Recruit Ltd in Chelmsford is recruiting an Order Fulfilment Supervisor to join the Operations team. You will own customer orders from confirmation to proof of delivery, coordinating between sales, warehouse, purchasing and couriers.

The role requires 2+ years in customer operations or order fulfilment, strong communication, and comfortable use of ERP/CRM systems. An exciting opportunity to lead a bespoke software platform rollout and improve fulfilment processes.

Qualifications

• 2+ years in customer operations or order fulfilment.
• Strong communication and proactive problem solving.
• Experience with ERP/CRM systems and order tracking.

Responsibilities

• Review daily service level and prioritise warehouse orders.
• Flag orders at risk of late delivery and adjust promises.
• Coordinate with Purchasing and Account Manager on late/short lines.
• Own Operations mailbox and Salesforce cases; ensure timely actions.
• Attend Sales/Operations meetings and report at-risk orders.
• Act as link between Sales, Accounts, Purchasing, Operations and warehouse.
• Book customer collections with carriers and confirm details with customers.
• Manage returns through to credit within required timescales.
• Monitor KPIs like despatched value, lead times and OTIF.
• Prepare monthly operations figures for management review.
• Provide cover for Operations Manager as needed; escalate people matters.
• Own and champion the new fulfilment software platform.

Skills

Order fulfilment

Customer operations

Despatch coordination

Communication skills

Problem solving

Tools

Salesforce

ERP software

Job description

Success Recruit are currently working with a growing and well-established B2B distribution business based in Chelmsford, who are looking to recruit a solutions-focused Order Fulfilment Supervisor to join their Operations team.

This is an office and warehouse-based coordination role where you will take ownership of customer orders from confirmation through to proof of delivery, acting as the key link between the sales team, warehouse, purchasing and couriers.

The successful Order Fulfilment Supervisor:

• Have at least 2 years' experience within customer operations, order fulfilment, despatch coordination or a similar role, ideally within a B2B distribution environment
• Demonstrate strong communication and people skills, with a positive, can-do approach and the confidence to proactively resolve issues
• Be comfortable working with ERP and CRM systems, using information within systems to answer queries accurately and efficiently

The successful Order Fulfilment Supervisor will be rewarded with:

• The opportunity to join a growing and well-established B2B distribution business with a supportive and collaborative working environment
• The opportunity to take ownership of a bespoke software platform being developed to improve the order fulfilment process
• The opportunity to become a key champion of new systems and processes within the Operations team
• Free onsite parking

Purpose of the Role

The main objective of this role is to ensure every customer order is fulfilled accurately and dispatched on the date promised, while providing clear and proactive communication to the sales team throughout the process. You will take ownership of each order from confirmation through to proof of delivery, acting as the key point of contact between the sales team and warehouse.

The business is currently developing a bespoke software platform which will make the order fulfilment process significantly less administration heavy. A key part of this role will be taking ownership of the platform, helping to embed it within the business and becoming a champion of the system.

Key Responsibilities

• Reviewing the service level platform each morning to confirm the day's promised orders and establish priorities for the warehouse floor
• Identifying and proactively flagging any orders at risk of missing their promised delivery date
• Liaising with Purchasing regarding late or short lines and agreeing revised promise dates with the relevant Account Manager
• Taking ownership of the Operations mailbox and Operations cases within Salesforce, ensuring requests are acknowledged and actioned promptly
• Attending the daily Sales/Operations touchpoint and providing an up-to-date overview of any at-risk orders
• Acting as the key link between Internal Sales, Account Managers, Purchasing, Operations and the warehouse
• Booking customer collections with carriers and confirming details and references with customers on the same day
• Managing returned goods through the process, ensuring they are checked, closed and credited within the required timescales
• Monitoring operational measures including despatched value, despatch lead times, order errors, outstanding orders, OTIF performance and productivity
• Preparing monthly operational figures for the Operations Manager's board pack
• Providing operational cover when the Operations Manager is off site or unavailable, escalating people-related matters to the Head of Operations & Procurement
• Taking ownership of the new fulfilment software platform and becoming a key user and champion within the business

This position would suit someone who genuinely enjoys taking ownership, solving problems and ensuring things are followed through to completion. You will need to be organised, accurate and confident working across different departments, while remaining calm and proactive when orders or customer requirements do not go according to plan.

Monday - Friday, 8.00am - 5.00pm, with a 30-minute unpaid lunch

Salary: Up to £36k depending on experience