Order Fulfilment Lead

2 weeks ago

Egypt Nestle Full time

Order Fulfillment Lead

POSITION SNAPSHOT

Location:
Egypt

Company:
Nestlé

Full-time

Main Purpose of Job:

Responsible for effective management of stock allocation to fulfil customer demand proactively.

Collaborates with cross-functional business partners to align on actions to mitigate out of stock risk while managing customer expectations proactively, serves as a primary point of contact and advocate for customers.

Responsible for effective & flawless execution of the order fulfilment processes to maximize Customer Service levels, ensure a competitive advantage through effective customer demand management and execution of customer service strategies.


A Day in the Life:

Order Fulfilment:

  • Executes strategies from Operational Demand & Supply Review (Ops DSR) to ensure stock allocation based on business and customer prioritization. Embed the Customer Centricity aspect to operational meetings to support collaboration and alignment of actions to solve out of stock situations. Ensure cross functional teams have visibility on data analytics to anticipate issues, agree on mitigation actions, minimize waste, and drive continuous improvements to reduce availability failures.
  • Drives customer satisfaction by consistently delivering high quality service and meeting service fulfillment measures as seen by customer's lens
  • Proactive data analytics on Customer behavior trend and out of stock risks taking in account inputs from Demand & Supply Planning, Sales, Customer and Service Strategy to ensure efficient order fulfillment
  • Proactively manage out of stock risks and generate effective mitigation actions required (i.e., maintenance of quota, preventing issues in transportation in case big demand is detected, highlighting if customer didn't submit order despite of forecast). Escalate and engage other functions, when required, to determine mitigation actions
  • Effectively manage outputs and results of stock allocation process within the ATP horizon, to determine potential urgent escalations and actions to solve for the unconfirmed products in this reactionary phase of the process (e.g., escalation to DSP to discuss potential of changing plant sourcing or Transport for potential of changing routing days)
  • Leverages GLOBE functionalities to automate the allocation process to mitigate out of stock risk (e.g., Product Allocation Cockpit, Unavailable Product Check, Material Determinations / Substitutions etc.)
  • Effective optimization of distribution costs and collaboration with crossfunctional business partners such as Physical Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics
  • Leverages order optimization for logístical efficiency (e.g., maximize payload)

Customer Interaction:

  • Ensure right and on time information is available for Customer solution team to contact the customer regarding the order fulfillment allocation issues or proactive out of stock communication.
  • Executes customer communication related to the stock replenishment process
  • Identify the potential mitigation actions required to mitigate out of stock risks. Escalate and engage other functions, when required, to collaborate in determination of mitigation actions.
  • Participates in Demand & Supply Review Meetings to support in collaboration and alignment of actions to solve for outofstock situations.
  • Assigns exception codes for unconfirmed orders that require "Customer Contact & Issue Resolution" intervention for customer contact.
  • Analyzes the outputs and results of confirmed versus unconfirmed orders, within the ATP horizon, to determine potential urgent escalations and actions to solve for the unconfirmed in this reactionary phase of the process (e.g. escalation to DSP to discuss potential of changing plant sourcing or Transport for potential of changing routing days).
  • Monitors target achievements and KPIs/PPIs/Health Checks attainment for the function and team.
  • Recruit, train, coach and develop the Order Fulfillment team ensuring succession plans are in place for all.
  • Participate in NCE operational review meetings and contribute to continuous improvement of Order Fulfilment process.

Are you a fit?

  • 46 years' experience within a Nestlé market, region or CoC environment
  • Experience leading a team
  • Strong Supply Chain and Demand Management knowledge and expertise
  • Bachelor's degree required in a relevant industry

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