About this role
<div> <p><span><span>At Lotus Bakeries North America, our sales team drives the growth of our brands across North America. A critical </span><span>c</span><span>omponent</span><span> </span><span>of this growth is ensuring an exceptional customer experience, which is where the Order Fulfillment Specialist plays a key role. This position </span><span>i</span><span>s responsible for</span><span> </span><span>the efficient and </span><span>a</span><span>ccurate</span><span> </span><span>management of the order fulfillment cycle, from order entry, invoicing, and shipping to customer and broker queries, and sales analysis.</span></span><span> </span></p> </div> <div> <p><span><span>You will work cross-functionally with the sales, </span><span>logistics</span><span>, and accounting teams to ensure </span><span>timely</span><span> and </span><span>accurate</span><span> order processing, handling customer inquiries, and resolving any potential issues related to order fulfillment. The ideal candidate will have experience in order management and </span><span>logistics</span><span> within the </span><span>Consumer Packaged</span><span> Goods (CPG) industry, </span><span>possess</span><span> strong organizational skills, and be passionate about providing excellent customer service.</span></span><span> </span></p> </div><div> <div> <p><span>Order Processing:</span></p> </div> <div> <ul> <li><span>Process customer orders accurately and promptly using ERP systems (e.g., SAP, Oracle, etc.), ensuring proper documentation and compliance with customer requirements.</span> </li> <li><span>Validate order details, including product availability, pricing, and delivery timelines, in collaboration with the sales team.</span> </li> <li><span>Work with internal teams to confirm order details, addressing any discrepancies or special requests from customers.</span><span> </span></li> </ul> </div> <div> <p><span>Invoicing & Financial Coordination:</span></p> </div> <div> <ul> <li><span>Ensure that all invoices are processed and sent to customers within one business day of shipment.</span> </li> <li><span>Track and monitor order status to ensure accurate invoicing upon shipment.</span></li> </ul> <p><span><span>Order Fulfillment & Logistics Coordination:</span></span></p> </div> <div> <ul> <li><span>Manage the end-to-end order fulfillment process, from order entry to shipment, ensuring timely and accurate delivery to customers.</span> </li> <li><span>Coordinate logistics, including scheduling shipments and resolving scheduling conflicts or delays.</span> </li> <li><span>Work closely with providers to ensure service levels are met, and track shipment progress to ensure orders are on schedule.</span> </li> <li><span>Monitor and manage exceptions for overages, shortages, and damages, collaborating with logistics partners to resolve any discrepancies.</span> </li> </ul> </div> <div> <p><span><span>Reporting & Customer Master Data Management:</span></span></p> </div> <div> <ul> <li><span>Generate regular order fulfillment reports for management, highlighting key metrics and insights.</span> </li> <li><span>Analyze trends in order fulfillment, shipping, and customer satisfaction to identify opportunities for process improvements.</span> </li> <li><span>Maintain and update buyers contact details to ensure all data is accurate.</span><span> </span></li> </ul> </div> <div> <p><span>Customer Service Excellence:</span><span> </span></p> </div> </div> <div> <div> <ul> <li><span>Act as a primary point of contact for customer inquiries, proactively managing communication regarding order status, delivery timing, and product availability.</span> </li> <li><span>Resolve any issues related to shipping delays, product shortages, or incorrect orders, ensuring prompt and effective resolutions.</span> </li> <li><span>Build strong, proactive relationships with customers and internal stakeholders to drive customer satisfaction and loyalty.</span><span> </span></li> </ul> </div> </div><div> <ul> <li><span>Experience</span><span>: 2+ years in order management, logistics coordination, or a related field, preferably in the Consumer-Packaged Goods (CPG) industry.</span> </li> <li><span>Technical Skills</span><span>: Proficiency in order management software (ERP systems such as SAP); strong MS Excel skills for reporting and data analysis.</span> </li> <li><span>Soft Skills</span><span>: Strong organizational skills, keen attention to detail, and excellent written and verbal communication skills.</span> </li> <li><span>Knowledge</span><span>: Familiarity with logistics practices, inventory management, and transportation regulations within the CPG industry is a plus.</span><span> </span></li> </ul> </div>