Job Purpose:
The purpose of this role is to coordinate and facilitate all order fulfillment and escalation activities for the B2C department of hearX for the fulfillment of product orders in the USA and other regions.

Ad hoc availability after hours.

Minimum Requirements:

Education

• Matric
• Diploma in Supply Chain and Logistics
• Bachelor’s degree in Business Management, Supply Chain Management, Logistics, or similar (desirable)

Knowledge, Skills and Experience

• 2 years’ experience as a Fulfilment Officer, including, but not limited to:
  • Administration
  • Case logging
  • Fulfillment coordination
  • Escalation coordination
  • Retail or FMCG
• Proficient Excel skills
• Customer support
• Strong communication skills
• Strong time management and prioritization skills
• An appreciation for query resolution and a sense of urgency for escalation turnaround times
• Strong mathematics skills and attention to detail required
• A great understanding of fulfillment processes and systems
• CRM Software (Customer Relationship Management)
• Inventory Management and Fulfillment Software
• WMS (Warehouse Management System Software) experience beneficial
• ERP (Enterprise Resource Planning Software) experience beneficial
• Working knowledge of US carrier services and related platforms experience beneficial

Key performance Areas, Weighs and Objectives:
Stock Management

• Assist in conducting stock-takes (where applicable) and ensure stock levels are kept above minimum levels.
• Continuously liaise with fulfillment partners to monitor stock levels.
• Assist in determining if inventory quantities are sufficient for needs, ordering more materials when necessary. This may include inventory forecasts based on provided sales forecasts.
• Assist in preparing, sending and filing purchase orders. Ensure purchase orders are executed.
• Assist in contacting suppliers to schedule or expedite deliveries, follow up on orders, and to resolve shortages, missed or late deliveries, and other problems.
• Calculate costs of orders, and charge or forward invoices to appropriate accounts.
• Assist in communicating to suppliers and fulfillment warehouses regarding order status, changes, or cancellations.
• Manage stock storage and ensure all devices are kept in the correct location
• Assist with the implementation of a stock management system.
• Assist in ensuring adequate stock levels of all applicable packaging is maintained

Order Fulfillment

• Ensure orders are fulfilled accurately and within the promised lead time.
• Manage fulfillment software systems.
• Assist in managing retail partner systems and order management systems.
• Ensure adequate stock levels through close monitoring of stock and frequent engagement and alignment with hearX procurement function.
• Resolve operational issues related to pending and fulfilled orders.
• Coordination with shipping service providers (USPS, UPS, FedEx etc.).
• Provide reports to the line manager and relevant stakeholders on order and fulfillment statistics and metrics.
• Continuous communication with fulfillment stakeholders.
• Create manual orders on an ad hoc basis.
• Oversee the order tracking process and ensure orders are processed in accordance to the organization’s customer service standards.
• Post fulfillment engagement with asset management and related systems.
• General escalation management and support.
• Identify and present improvement initiatives relating to fulfillment processes and systems.

Record Keeping

• Compile relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
• Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes.
• Efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
• Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.

Competencies :
Essential Competencies:

• Examining Information
• Establishing Rapport
• Convincing People
• Showing Composure
• Meeting Timescales
• Checking Things
• Managing Tasks
• Taking Action

Important Competencies:

• Documenting Facts
• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Providing Insights
• Articulating Information
• Making Decisions
• Thinking Positively
• Embracing Change
• Inviting Feedback
• Following Procedures
• Producing Output

This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employee’s performance will be reviewed based on the agreed upon objectives.