- Oversee and coordinate the daily global order fulfilment process, including order processing, delivery, documentation, and returns.
- Ensure smooth communication with global internal departments, customers, and logistics partners.
- Identify, initiate, and implement process improvements to enhance efficiency and service quality.
- Develop and maintain procedures, process flows, work instructions, and Service Level Agreements (SLAs).
- Lead and support the team in participating in improvement projects.
- Manage and conduct regular operational and coordination meetings (daily, weekly, and monthly).
- Escalation point for team
- Collaborate with Sales, Supply Chain, and external service providers to align on performance (OTIF) and service expectations.
- Provide leadership and direction to the Desk Team, setting priorities and maintaining focus.
- Act as a liaison between the Desk Team and the Order Fulfilment Manager, ensuring timely issue resolution.
- Manage vacation schedules, backup planning, and time administration.
- Conduct one-on-one meetings focused on development, performance, and goal setting.
- Step in for other Team Leads or the Order Fulfilment Manager during absences.