Job Summary:
The Fulfillment Specialist is responsible for end‑to‑end monitoring and coordination of all regional order fulfillment gates, starting after customer order entry and continuing through delivery. The role maintains full visibility over all open customer orders within the region and as a neutral regional authority, defines and manages operational priorities across the individual fulfillment gates as required to meet delivery commitments.
The Fulfillment Specialist primarily operates through internal interfaces and serves as the central operational link between Sales, Customer Team, Customer Delivery Managers, and the internal departments involved in the order fulfillment process, including Engineering /Industrialization, Purchasing / Sourcing Specialists, Production, Quality, Logistics, and Finance. Direct interaction with customers or suppliers is not part of the standard scope of this role and remains the responsibility of the Customer Team, Customer Delivery Manager, and Sourcing functions.
The Fulfillment Specialist ensures that all fulfillment gates provide, maintain, and communicate timely, accurate, and complete order status, milestone, and risk information for customer orders executed within the region. The role retains full ownership for operational prioritization and gate control within the region and is solely accountable for regional execution performance and delivery outcomes.
Responsibilities:
- End-to-end operational responsibility for regional customer orders after order entry
- Monitoring and coordination of the internal gates in the overall order fulfillment process
- Coordination of regional sourcing, purchasing, logistics, quality and warehouse activities including identification and escalation of delivery risks, delays and bottlenecks
- Responsible for setting priorities in the different gates of the regional order fulfillment process as well as requesting corrective measures if necessary to ensure on-time customer delivery dates
- Coordination of orders with cross-location order Fulfillment units
- Monitoring and maintenance of order-relevant dates and data in ERP systems (SAP,EPICOR)
- Ownership of customer On-Time Delivery (together with gate-responsible functions)
- Close coordination and collaboration with Customer Team and/or Delivery Leaders to ensure complete, accurate and descriptive delivery status information including clear reasons for delays and expected delivery dates
- Coordination and follow-up of the tasks defined in MRB/ DMR meeting with the affected departments and stakeholders
- Internal interface and contact for delivery, shipping and invoicing readiness topics and questions
- Responsible for providing order status information to internal Stakeholders
- Forecasting and monitoring of Turnover including escalation management
- Other reasonable duties as assigned
Qualifications and Experience:
- Minimum Diploma in business administration, Supply Chain Management, Logistics or a related discipline
- Minimum 5 years of experience in Order Fulfilment, Supply Chain, Logistics, Customer Operations, Planning or Project Management
- Solid understanding of end-to-end order fulfilment and order-to-cash processes including Experience in monitoring and coordinating of internal process gates within order fulfilment
- Strong accountability with owning outcomes with a focus on delivery the best experience for our customers
- Ability to coordinate orders across multiple locations and sourcing units
- Strong analytical, problem-solving, and decision-making skillset
- Excellent cross-functional communication and stakeholder management skills
- Proven ownership of customer On-Time Delivery (OTD) performance with skills to manage and prioritize orders through different fulfilment gates and ensure customer delivery dates
- Ability to analyze delivery risks and initiate corrective actions when required
- Ability to calculate and maintain turnover / revenue forecasts
- Proficiency in ERP systems (e.g., SAP, Epicor) and Excel-based planning and reporting tools
