Senior Customer Fulfilment Coordinator

Job Title: Senior Customer Fulfilment Coordinator

Location: Barangaroo, Australia

Job Type: Full time

About the Role

As the Senior Customer Fulfilment Coordinator, you will oversee the daily execution of the customer fulfilment operations (Sales & Operations Execution) while ensuring efficiency across the end-to-end fulfilment process. You will support the SC Customer Engagement team with analytics and reporting and act as the key link between planning, logistics, customer engagement, and outsources partners, driving proactive stock management, customer communication and continuous improvement initiatives. Day-to-day you will be responsible for the coordination & governance with O2C team & local outsourced back-office activity.

Key Accountabilities 

Manage S&OE Process

• Execute proactive and reactive mid & short-term stock management in the legacy systems

• Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management 

• Apply short-term stock management to steer Stock in Trade

• Gather all OOS issues impacting customers in order to manage communication with the customer

Customer Fulfilment Coordination

• Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)

• Provide product allocation per customer in a shortage situation

• Defines backorders policy and prioritization decisions

• Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement)

• Apply short-term stock management to drive SIT

• Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition

• Manage contact with the warehouse or 3PL relating to necessary fulfilment activities

• Enables customer communications via SC Customer Engagement

Process Effectiveness & Analytics

• Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

• Communicate root cause analysis of issues found

• Executes additional process analysis when requested

• Prepare/extract KPIs for fulfilment processes (S&OE, Revisit, RCA OTIF)

• Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed

• Prepare SISO & SIT consolidation data's & analysis and documentation

• Manage VMI customer analytics & replenishment (where relevant)

Collaboration with SC Customer Engagement team

• Supports necessary SC customer collaborative activity driven by SC Customer Engagement

• Attends SC Operational meetings with VIP customers when necessary

Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)

• Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity

About you

You will bring expertise in customer fulfilment and a track record of driving process efficiency in complex supply chain environments. You're analytical, solutions-driven, and thrive in fast-paced settings where customer outcomes are critical.

What you'll bring

Skills/Expertise/Experience:

• 3-5 Years of experience in wide range of Customer Fulfilment activities, ideally in Biopharma industry

• English language fluency

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Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes

• Strong understanding of downstream Biopharma processes and local trade environment

• Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

• Excellent systems (SAP, CCM, MS Office) skills

• Strong project management skills

• Strong analytical skills

• Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving

• Strong willingness to drive change as well as good internal marketing and communication skills

• Strong negotiation and communication skills

• Demonstrated high standards of integrity, professionalism, and commitment

• Ability to motivate and influence resources that do not report directly to incumbent

• Strong team facilitation and relationship building skills

• Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues

Functional Competency Requirements:

• S&OE process management - Master

• Managing claims - Basic

• Managing orders - Advanced

• Managing transactional & commercial customer data - Basic

• Developing customer fulfilment strategies - Basic

• Managing export flows - Basic

• Knowledge of Trade & Terms conditions - Intermediate

• Managing S&OP & IBP processes - Basic

• Managing carriers & 3PLs - Advanced

• Managing master data - Intermediate

• Customer Experience - Basic

Transversal Competency Requirements:

• Stretch Improving Transversal Collaboration - Intermediate

• Building Business Acumen - Basic

• Developing Situational Leadership Skills - Basic

• Improving Decision-Making - Intermediate