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Manager-Warehouse & Fulfilment Operations

Operations (inc. Manufacturing)
REE00BSN Requisition #
Title- Manager-Warehouse & Fulfilment Operations, India

Location- Gurgaon


Manages the order fulfillment process including order entry, administration, and distribution. Oversees the order tracking process and ensures orders are processed in accordance with the organization's customer service standards. Ensures adequate inventory levels are maintained to maximize customer satisfaction and minimize cost. 

This role is the Process/Policy owner for Order Management for Print & Online. The role is accountable for ensuring best service delivery to Customers, delivering service solutions ensuring the protection of brand image balanced with excellent customer service satisfaction. Provide site and functional supervision to the Order to Cash (OTC) Shared Service Center for the print and online order processing.

Core Accountabilities


Outputs & Agreed Method of


Order -to -Cash

·         Drive “Proactive Order Management” processes with focus on allocation monitoring, identification of product issues including inventory shortages, customer expected price discrepancies and Order Dilution control.

·         Drive, develop, implement, and maintain standardized order management reporting that enables proactive order management.

·         Identify obstacles to shipments and manage resolve through retained/outsourced vendor teams.

·         Manage escalations - Be the first point of escalation for any issue between Philippines and respective sub-regional local teams.

·         Meet local business reporting requirements and provide reports on timely manner –weekly, monthly reports on Sales Flash, Pending pool, back orders, Accounts due for Renewal, etc.

·         Dispute/Claim management and mitigation through controlled Supplier compliance across OTC Team and respective stakeholders (Outsourced Vendor, Distribution etc.)

·         Responsible for ensuring claims, deductions and disputes are managed in a timely fashion.

·         Identify trends for dispute claims and ensure corrective actions followed.

·         Work with Vendors, Customer Service, Production. Collections and Sales on monitoring O2C performance to maximize customer satisfaction.



·       Meet expected SLAs and predetermined benchmarks.

Operational Efficiency

  • Ensure the needs of the warehouse operations team and our external customers are met.
  • Prepare project plans, warehouse operations briefs, process change and training documentation and materials.
  • Ensure distribution services are used in most cost-effective manner
  • Regular reporting and close liaison and supervision of warehouse operations team to ensure sales return are prepared as per agreed KPI’s

·         Ensuring SLAs & KPI’s are met and exceeded.

·         Ensure QA targets and goals are met. Manage the day-to-day supplier relationship with our 3rd party logistics service provider (3PL) and distribution vendors.


·      Meet expected SLAs and predetermined benchmarks.



  • Manage the external vendors to ensure all Order Management, Consumer Service and KPI’s & SLA’s are met while ensuring vendor compliance requirements are maintained.
  • Manage the relationship with the external supplier & Customers to ensure collaborative partnership in achievement of regional business goals.
  • Review annually (at a minimum) the process & controls documentation; ensure the relevant risks are mitigated.

·         Ensure internal and external compliance to processes and outcomes

Meet expected and predetermined benchmark.

Cost & Budget Control

·         Ensure that warehousing and distribution costs are on or under budget.

·         Check and enforce compliant use of cost efficient distribution services

·         Check, approve, and analyse vendor invoices.

·         In conjunction with Finance, reporting of all logistics expenses.

·         Work with Vendors, Finance, Production and Sales on annual business plans, budgets and re-forecasts.

·       Monitor and report on the performance against budget.

·         Maintain relationships with key internal and external stakeholders


      List the minimum and desired knowledge, education, skills & experience                                  




Specialized / Technical

·         Bachelor’s Degree from recognized university

·         Six Sigma certification (preferred)


·         5+ years’ experience in Supply Chain Operations

·         Experience in managing Customer & Vendor relationship .

·         Experience working with cross functional team


·         Strong verbal and written communication skills

·         Strong analytical and problem-solving skill

·         Possess a proactive attitude, capability to think in & out of the box

·         Strong on integrity and direct approach in dealing with issues and people

·         Ability to support and sustain a positive work environment that fosters teamwork

B. INTERACTIONS & ORGANISATIONAL RELATIONSHIPS - Identify the nature and type of type of contacts which the position requires. Indicate if these are peers, customers, supervisors, etc.





1.       Customer Operations

2.       In Market Leadership team

3.       Marketing, Sales , Editorial and Finance

4.       Business Systems

1.       Knowledge sharing and collaboration.

2.       Resolving issues and subscriptions issues.

3.       Reporting, metrics and workflow


1.       Customers

2.       Suppliers

3.       Vendors

1.       Manage customer issues.

2.       Manage vendor relationship & issues

3.       Knowledge sharing and collaboration

C. OTHER INFORMATION Indicate below any other information you think would be helpful to someone trying to understand the nature, scope and purpose of this position


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