Assistant Fulfilment Manager
Position Title
Assistant Fulfilment Manager
Reports To
Fulfilment Manager
Business Unit
Furniture, Home BU
Location
Hammersmith
Date
Jan 2015
The assistant fulfilment manager will support the fulfilment manager with all aspects of the fulfilment process. They will alongside the FM have the responsibility of ensuring the fulfilment of customer orders from the point that the sales order has been raised to delivery to the customer. The AFM, through their team, will deliver a level of service that exceeds the customer’s expectation as well as managing vendor performance. They will be an expert in the furniture processes and be able to ensure that all financial controls are executed to protect the company.
Principal Accountabilities
Customer Management
The below is relevant to all order types for both domestic and overseas deliveries
• Ensure that the customer’s order is acknowledged with 48 hours of being placed
• Ensure that any linked orders are identified and the system reflects this
• Ensure that the customer is updated of any delay at the earliest possible opportunity and take the appropriate action
• Contact the customer 2 weeks before the expected delivery date to collect any outstanding balances if applicable
• Contact the customer post-delivery to confirm successful fulfilment of the order and take any necessary action from that contact
• Manage any customers who delay deliveries and make a judgement on the appropriate action to take being guided by the T&C’s
• Working with the Distribution Team manage the on-again process to ensure that delivery revenue is collected
• Manage the cancellation process ensuring that the correct process is followed and the Company is protected from financial loss
Vendor Management
• Ensure that a PO has been generated within 24 hours of the SO being confirmed and it accurately reflects the SO
• Manage the vendor confirmation process ensuring that every PO is confirmed within 7 days of being raised and any corrections are completed within 24 hours
• Manage the delivered trade margin to ensure budgets are met where possible and corrections are actioned where appropriate
• Manage the vendor to deliver the order complete and on time. Where applicable co-ordinate linked orders.
• Work with the FM and buyer to establish SLA for each vendor and produce management reports to measure compliance.
Process Management
• Use the Furniture Deposit Ledger to identify financial irregularities in SO’s and take corrective action to minimise failed billings and ensure all revenues are declared correctly.
• Ensure that all failed billings are corrected within seven days of posting.
• Mange STO’s for items sold from the shop floor ensuring that they are removed and delivered to the timescale committed to the customer.
• Complete the Verification and Billing process for Direct and Third-party deliveries in a timely manner.
• Be responsible for the management of stock in Third Party sites ensuring that a stock take of each site is completed on an annual basis.
• Be responsible for the management of aged, assigned stock and support the buying team to action
• Support the customer loyalty team and buying team with returned stock.
Reporting
• Ensure FF reports are complete and sent to the relevant teams.
• Working with the FM & Merchandise Planner produce a sales forecast on a weekly basis and take corrective action where shortfalls to budget are identified.
• For the Buyer produce a monthly report on vendor lead time and accuracy compliance.