Delivery and Order Management Specialist (FMCG, One north)

PERSOLKELLY Singapore Pte Ltd (Formerly Kelly Services Singapore Pte Ltd); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the FMCG industry is looking for an experienced Order Management Specialist for a 6-month maternity cover. The role involves overseeing order management processes, engaging with customers, and driving issues resolution to ensure service excellence.

Qualifications

• 4 to 5 years of experience in supply chain, order management, or customer service roles.
• Strong ability to manage multiple stakeholders.
• Highly organized with a strong problem-solving approach.

Responsibilities

• Oversee the entire Order to Delivery process for assigned customers.
• Manage all customer claims related to supply chain issues.
• Lead communication on dispatch plans and ensure seamless customer service.

Skills

Customer-centric mindset

Interpersonal skills

Problem-solving skills

Education

Bachelor’s degree in business, supply chain, logistics, or related field

Job description

Our client is one of the leader in the FMCG industry, they are seeking for a experienced order management specialist to join the team on a 6 month maternity cover. Main responsibilities will be to manage end to end order management, delivery issues, claims and related matters.

Contract: 6 months (Maternity Cover)

Location: One North

Salary up to $6000

Key Accountabilities:

Order to Delivery Management:

• Serve as the primary point of contact (POC) for customers regarding all order-related inquiries and supply chain requirements.

• Oversee the entire Order to Delivery (OTD) process for assigned customers, ensuring orders are fulfilled accurately, on time, and to the customer’s satisfaction.

• Proactively monitor order status, communicate any potential delays or issues to customers, and coordinate with internal teams to resolve discrepancies swiftly.

• Manage order prioritization, backlog review, and exceptions handling to meet strategic business needs and customer expectations.

• Ensure order accuracy and hygiene by working closely with customers to confirm orders are submitted correctly and timely.

Customer Engagement and Service Excellence:

• Build strong, collaborative relationships with customers and internal stakeholders to understand their needs and deliver exceptional service.

• Act as a trusted partner to business development managers and customers to identify and resolve supply issues, service concerns, and logistical challenges.

• Lead communication on dispatch plans, invoicing, claims, documentation, and pre-payment processes to ensure a seamless customer experience.

• Track and improve key customer service KPIs such as fill rates, on-time deliveries, and reduction of losses across the order-to-cash cycle.

• Conduct regular review meetings and provide timely updates and reports to customers for smooth operations.

Issue Resolution and Claims Management:

• Manage all customer claims related to supply chain issues, returns, refusals, and discrepancies.

• Lead investigations, liaise with relevant teams to resolve issues, and ensure timely closure and customer satisfaction.

• Review and approve invoices related to supply chain transactions to ensure accuracy.

New Business & Process Improvement:

• Lead and coordinate operational setups for new delivery lanes and product ranges.

• Drive process improvements and digitization initiatives aimed at enhancing order management and customer service capabilities.

• Collaborate with cross-functional teams to streamline order fulfillment and delivery processes, enhancing overall customer satisfaction.

Professional Skills & Experience:

Essential:

• Bachelor’s degree in business, supply chain, logistics, or related field.

• 4 to 5 years of experience in supply chain, order management, or customer service roles.

• Strong customer-centric mindset with excellent interpersonal and communication skills.

• Proven ability to manage multiple stakeholders and resolve customer issues effectively.

• Highly organized with strong problem-solving skills and the ability to work in a fast-paced environment.

PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E EA License No. 01C4394 • EA Registration No. R21103542 (Ling Kai Jin)

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