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Form of workJob Description Summary:
The Order Fulfillment Supervisor supervises and provides overall management and leadership to the order fulfillment/parts service department by managing staff and revenue, focusing on department objectives and team goals. Manages the process to receive customer queries, generate quotes and service orders, and build customer satisfaction by providing correctly quoted solutions. Creates and monitors Parts Revenue reports to identify trends, opportunities or concerns.
The Order Fulfilment Supervisor will oversee the processes for query to shipment, inventory management, machine retrofits, customer engagement, vendor engagement and special projects, and coordinates with other DMS departments as needed.
This position will report directly to the VP of Customer Service.
Specific Job Duties:
- Manage Order Fulfillment Representative staff positions. Conduct annual reviews, approve time cards, monitor training and goal setting. As the Order Fulfillment's back up, execute all Order Fulfillment Representatives' tasks when necessary.
- Manage the process for incoming customer inquiries, issuing accurate sales orders to obtain purchase orders and generate shipments and/or triggers for trip scheduling; Able to create and maintain a reliable customer loyalty program.
- Manage the Service inventory:
- Maintain minimum re-order triggers to stock parts in Service to adequately support demand
- Maintain an accurate Inventory List for technicians resulting in more accurate quote requests
- Create and manage Spare Parts list per machine type (e.g. - FMT, DMS, Micra, etc.)
- Identify new vendor replacement parts as well as obsolete parts
- Analyze parts sales and run specific reports tracking sales per sub-type (e.g. - customer type, part type, machine type) in order to increase Parts Revenue.
- Manage the Retrofit process:
- Act as point of contact to manage the process with the electrical, mechanical, procurement departments and service technicians
- Monitor progress of retrofit cases
- Ensure appropriate reviews of proposed retrofit designs and component lists
- Ensure accuracy of retrofit quotes and speed of delivery to customer
- Create a Retrofit repository:
- Document all projects to use as a reference resource for future retrofits
- Update the templates as needed to ensure thoroughness of solution
- Manage the vendor engagement process:
- Manage the return merchandize authorization process
- Monitor supply chain and lead time issues
- Manage the warranty policy per product types (Fagor, Hiteco, HSD, Glentek, Pfannenberg, Texa, etc.)
- Request price lists per quarter from vendors - save time emailing or calling vendors for every quote generated
- Research competitors to determine and maintain competitive DMS pricing structures
- Manage special projects to increase revenue as per budget and forecast (e.g. - DMS Internet Site and E-Commerce page, eBay or other internet auction sites, promotions for parts discounts prior to warranty expiration and for new and obsolete parts, partner with Marketing for social media campaigns and email blasts)
- Bachelor's degree in Business Administration, or related field and/or 3-5 years customer service/fulfillment experience
- Excellent written and verbal skills
- Excellent ability to manage and motivate staff
- Good negotiations skills
- Excellent reporting and analytical skills
- A focus on customer service and a customer first mentality are required
- Time management and priority management skills will be necessary
- Intermediate knowledge of Microsoft Office, Excel, CRM and ERP solutions
- Intellectual curiosity with a drive to deliver solutions that map to department goals
- Self-motivated, with ability to manage multiple priorities and deadlines in a fast-paced and dynamic environment
- Fluent in English
- Strong desire to learn technical aspects and components of DMS CNC machines
- Must be able to sit for long periods of time; able to lift 25 lbs.; occasionally lift 50 lbs. to waist height
