Ecommerce Order Fulfillment Supervisor / Last Mile Customer Relationship
The Luxury Closet
Total years of experience :12 years, 2 Months
•Establishing and documenting existing and new processes to improve departmental efficiency and accountability
•Agreeing and meeting of departmental KPI’s, SLA’s and general standards to be maintained consistently
•Making sure all orders are dispatched and taken care of daily without delay this includes but not limited to Same Day Delivery according to SOP
•Implement effective tracking procedures so that all shipments can be monitored and KPIs measured
•Responsible for logistics concerning all sales orders from confirmation through to last-mile delivery, meeting the highest standards of customer experience achievable
•Last Mile Customer Relationship
•Review all products to identify any problematic items (CITES, high-value) and prepare necessary steps to avoid potential issues
•Carefully manage the returns process, to ensure customers receive a positive experience and good communication
•Liaising daily with courier partners (local and international) and runners for intercompany transfers
•Work closely with the Customer Services team to ensure an excellent customer experience in all areas
•Collaboration with other departments/stakeholders (accounts/ marketing/IT..) for future improvements
•Constantly checking and reviewing internal processes/projects to see where improvements can be made (IT system improvements to speed up daily process/ internally work organisation process between departments, product analyses..)
•Organising short daily/weekly team meeting to ensure that we are all following KPI’s and to discuss about tasks.
•Track and monitor all purchase orders movements
•Following all Inbound andOutbound ITshipment from any International destination including Freight forwarder (Asia, Africa, America, Europe)
•Communication with Partners and Suppliers for all inbound and Outbound Logistics movements
•Communication with DHL
•Preparation of all Documents pertaining to any Logistics movement (Invoice, Packing List, Delivery Form, AWB)
•Shipping of goods following INCOTERMS
•Following up ETA and POD for every shipment
•Maintain shipment status database
•Following up spare parts
•Taking care that all logistics activities are up-to-date in the system
•Organization and coordination activities in bonded warehouse (organise the storage and distribution of goods including transportation and quality service)
•Use IT systems to manage stock levels, delivery times and transport costs
•Liaise and negotiate between suppliers (from Europe) and End Customer (Fiat, Johnson Control, MagnetiMarelli).
•Daily communication (in Italian/ English/Serbian)
•Allocate and manage staff resources according to changing needs
•Coordination with customs
•Preparing documentation to meet customs requirements and packing specifications
•Resolving problems concerning transportation, delivery, problem on the customs, always trying to satisfy both site (Fiat and its suppliers)
•Managing the entrance and exit of goods. Monitoring the flow of goods
•Shipment organization of goods, following the model FIFO (first in, first out), respecting the dates / deadlines.
•Ensuring that the right products are delivered to the right location on time
Interpreter of Italian language to Serbian, and inversely
Contact person between Serbian employers and Italian employers and employees