Manager, Order Fulfillment

Location: San Jose, CA, United States of America


The Manager, Order Fulfillment is responsible for the end-to-end order processing and fulfillment at ZOLL, with specific focus on providing first rate customer service for both internal and external customers. This multi-functional role requires proficiency in leadership, order management, fulfillment, export compliance, logistics and ERP systems. This position is responsible for managing a team of Order Fulfillment Administrators overseeing the daily activities of the department.

Essential Functions:

  • Oversee daily order fulfillment activities to ensure customer requirements are met
  • Collaborate with the Operations team to plan order releases and ensure inventory availability
  • Communicate and engage with other key departments to ensure that roadblocks and obstacles are removed so that the Order Fulfillment team is able to fully support our customers
  • Perform analysis of statistics or other data to measure performance against the established organizational goals and objectives; drive action and improvement as needed in underperforming areas
  • Develop and maintain procedures, policies and standards for the function
  • Ensure data and records are properly maintained and stored per regulatory requirements
  • Work closely with the Operations teams to ensure timely delivery of all orders.
  • Investigate and resolve all shipping issues including short-ships, damages, mis-shipments and lost goods.
  • Work closely with the Product Management and Operations in managing and coordinating launches of new products which includes coordination of catalog part number set-up in the ERP system
  • Drive cost reduction and implement continuous improvement initiatives to improve the efficiency of the team
  • Hire, develop and facilitate training for all team members. Share knowledge within a specific area of expertise or ensure cross-training across other groups to effectively work as a team.
  • Mentor and develop employees giving timely and constructive feedback, explaining rationale and thought process to help employees improve their skills. Document their performance in the annual performance review process.
  • Must be self-motivated and able to work in a team-oriented environment with an emphasis on total customer satisfaction
  • Participate in special projects and other duties as required (i.e. ERP implementation and upgrades)
  • Ability to utilize/develop tools including database, spreadsheets, email or any other means available to effectively perform the required task(s)
  • Ability to calmly interact, understand, handle and escalate customer problems in a timely manner.
  • Experience with international freight forwarding, shipping and logistics.
  • Excellent follow through skills, interpersonal skills, a self-starter and problem-solver. Must have excellent attention to detail and accuracy.
  • Effective written and spoken English communication skills with all levels of an organization.
  • Experience using Microsoft Great Plains, Oracle 11i or Oracle Cloud and SFDC preferred
  • Experience with DOT, IATA and IMDG Dangerous Goods Regulations preferred