Order Fulfillment Controller

The main purpose of the role is to manage customer requirements and orders for particular product categories and co-ordinate the conversion of requirements and orders into successful deliveries via orchestrated partnerships and collaborations with the Sales Team, Strategic Sector Accounts Managers, Finance Managers, Credit Control Managers, Supply and Demand Managers, Production and Materials Managers within the Order Fulfilment spectrum/process, whilst placing emphasis customer-centricity.

**KEY PERFORMANCE OUTPUT AREASBusiness Processes**
- Identify business process performance improvements in Sales, Demand/Supply, Order Fulfilment, Mills and OFP
- Completes order documentation and filing requirements. Adhere to the systems, processes and procedures in place.
- Deliver Excellent Customer Service in line with Ingrain service promise. Partner with Key Account Managers and RSM’s to anticipate customer expectations, shortcomings and action plans to address supply scenarios.
- Attending daily Sales and Operations Planning meetings to discuss supply and demand to our customers and troubleshoot issues from both parties.
- 100% Adherence to processes and Standard Operating Procedures (SOPs)

**Customers**
- Develop an intimate understanding of the world of the customer by regular customer visits and an effective working relationship with operational customer stakeholders.
- Anticipate customer requirements by assessing customer ordering patterns, inventory levels, seasonality and constant review of demand vs forecast. Highlight critical changes to customer requirements
- Gather and maintain information for processing orders (user data, product reference details, billing dates, sales codes, billing account contacts)
- Collaborate with all relevant departments/functions to deliver in full, on time and in specification products i.e Demand Planners, Plan and execute Allocations for constrained products, secure and document Concessions from customers in order to track DIFOTIS, liaise with the Transportation Planning team to ensure on-time delivery. And vehicle availability Review transport and shipment plan with haulers and shipping lines and highlight areas of concern
- Proactively communicate ETAs with customers and report factors that could have an adverse impact on executing deliveries/ customer requirements and recommend mitigation plans. Confirm deliveries before dispatch with customers. Update and track order trails for effective post-delivery communication.

**Sustainability**
- Adheres to safety, health and environment policies
- Ensure operational decisions are considerate of impact to the environment and processes are sustainable.

**Financial**
- Ensure least cost of supply to customers by effective order management and transport planning i.e Standing Time and Futile trips.
- Use initiative to suggest business improvements to contribute to improved customer service, business value and financial results i.e Cash, Cost, Service

**People**
- Achieve customer service delivery through collaboration and co-ordination of Transporters and Mill Freight Forwarders and Shipping Lines
- Responsible for own development and growth
- Volunteer to perform tasks based on own strengths and development areas. Build strong relationships with internal Ingrain colleagues at operational levels to leverage credibility and support
- Builds a strong extended OFP network (Mills, Planners, Sales and Transporters/Freight Forwarders/Shipping Lines/Legislative Departments/Departments of Foreign Affairs/Country Specific High Commissions) geared towards business growth and excellent service delivery.

**Qualifications**
- National Diploma in Supply Chain
- Bcom Degree Commerce Advantageous
- Driver's License

**Experience**
- 3-5 Years Experience in Customer Service Environment
- 3-5 Years experience in Order Fulfilment/supply chain/Exports/Imports Environment
- Experience within the manufacturing industry
- Exports/Imports/International Trade

**Technical Skills and knowledge**
- SAP
- Inventory Tracking Software
- Production Performance Management System
- MS Office
- Deliver in Full, On Time, In Spec Product
- Incoterms
- International Trade Law/Relations

**Personal Attributes**
- Inspires culture and values
- Accountability/Responsibility
- Operational Excellence
- Team leadership
- Customer focus
- Business and Financial Acumen
- Emphasizing Customer Centricity
- Disciplined
- Agile
- Proactiveness
- Showing Respect for People
- Adapting to Change
- Challenging the status quo
- Balancing Past, Present and Future Focus

Pay: From R313 660,00 per year

Application Question(s):

- Do you have a Diploma in Supply Chain or Equivalent?

**Education**:

- Diploma (required)

**Experience**:

- Order management system: 3 years (required)
- SAP ERP: 3 years (required)
- Customer Service: 3 years (required)
- Order fulfilment: 3 years (required)