Head of Fulfilment

Due to expansion, we are looking for a Head of Fulfilment to oversee and manage the sales order management process, to include the team and all the procedures as well as our 3PL warehouse operation. As Head of Fulfilment, you will be a forward-thinking problem solver, with proven experience of developing a team and collaborating with external partners to ensure the order management process is smooth running, efficient and cost effective

Overview of the role

To be responsible for the end-to-end control of the sales order fulfilment process from receipt of order, processing through the warehouse through to delivery. The ideal candidate will also be responsible for managing sales order coordinator team, and for collaborating with external partners such as our 3PL. Ultimately, we are looking for someone who can ensure sales orders are fulfilled as quickly, accurately, and cost-effectively as possible.

Role and Responsibilities

• To manage the day-to-day function on the Operations Team, including import and export orders, stock availability and all related queries regarding pricing and delivery dates
• Managing a team of customer and sales coordinators, acting as the primary information source for the team, maintaining compliance and consistency and taking corrective action when needed
• Oversee the order fulfilment activities, including order processing, picking, packing, and shipping preparation
• Developing and setting performance goals for the team to meet customer SLA’s
• Working alongside a 3PL and utilising their WMS software to optimise warehouse and fulfilment operations
• Being the point of contact for escalated customer service and 3PL related issue
• Developing standard operating procedures (SOPs) for inventory control, logistics management, and order fulfilment to meet operational goals
• Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs
• Weekly management reporting on fulfilment and performance KPIs, recommending improvements to fulfilment and 3PL processes
• Proactively identifying and leading process improvement initiatives, give feedback and drive improvements.

Essential Experience

• 2 to 3 years of previous management experience of working within FMCG environment with familiarity of warehouse and customer/sales fulfilment operations
• Proficient in Microsoft Office (Word, PowerPoint, Excel, etc.), SAP, and WMS (warehouse management systems)
• A strong customer-oriented focus
• Proven track record of managing a team including recruiting, onboarding, training and development and performance management.
• Resilient under pressure and able to handle customer escalations with professionalism
• Strong verbal and written communication skills
• Strong understanding of data analysis, and using analytics to make recommendations and decisions
• Proven track record of project management skills and Lean Six Sigma or Continuous Improvement experience would be ideal

ABOUT US

QUEST is an industry leader in beauty and personal care products selling to over 90 countries across the globe, an award winner which includes The Queens Award for Enterprise. This is an amazing opportunity to join a business that is continuing to expand and succeed. We understand that the reason for our success is not only due to our products but also because of the exceptional talent and support we have in our teams; we value our people and we are looking to further strengthen our Operations Team with skilled individuals who share our ethos

WHY WORK FOR US ?

• Free parking
• 30 days holiday plus Bank Holidays
• Your birthday as a holiday
• Onsite amenity hub including cafe, gym and shower facilities
• Early finish Friday
• Discretionary bonuses
• BUPA
• Staff awards
• Christmas office closure (From Christmas Eve to day after New Years Day)
• EPA programme available (Health Assured)
• Death in Service/Life Assurance
• Sample Sales