Client Delivery & Operations Manager

Key Responsibilities & Duties

• Order Management: Oversee the entire order lifecycle, from receipt through to dispatch, ensuring timely and accurate execution. Ensure that all client orders are processed correctly, adhering to the agreed timelines, specifications, and service standards. Manage and monitor order processing systems, identifying and addressing any bottlenecks or delays in the order-to-fulfilment process.
• Process Optimisation and Continuous Improvement: Identify areas for process improvements across the order lifecycle and implement solutions to streamline operations. Continuously review workflows, systems, and processes to ensure they remain efficient, accurate, and aligned with client needs. Lead initiatives aimed at reducing lead times, improving accuracy, and enhancing overall service delivery.
• Cross-Functional Team Coordination: Lead and coordinate with internal teams such as Account Executives, Client Service, Warehousing, and Fulfilment to ensure smooth order execution. Act as the primary liaison between teams to address any challenges related to order fulfilment. Facilitate regular communication and meetings to ensure alignment between all involved parties and update them on the status of orders.
• Resource Planning and Allocation: Plan and allocate resources effectively to meet client demands and ensure timely order fulfilment. Oversee and manage the company’s direct costs, all resources and costs between contribution margin and gross profit. Manage workforce scheduling, warehouse staffing, and inventory levels to ensure operational capacity aligns with forecasted order volumes, peak periods, and special projects.
• Customer Satisfaction and Quality Control: Ensure that client orders are fulfilled with the highest standards of quality, accuracy, and timeliness. Implement and monitor quality control measures to ensure products meet customer expectations and specifications. Oversee addressing and resolving any customer complaints or issues, ensuring a proactive approach to problem-solving and maintaining positive client relationships.
• On-Time Delivery Management: Monitor and track order statuses to ensure on-time delivery and prevent delays. Report on delivery performance metrics and take corrective actions when necessary to meet deadlines. Work with logistics and fulfilment teams to ensure that shipping and dispatch processes are efficient and meet customer timelines.
• Inventory Management and Control: Work with the warehouse team to manage inventory levels, ensuring accurate stocktaking, minimising errors in inventory records, and ensuring timely restocking. Monitor and ensure that orders are fulfilled with the correct products, avoiding discrepancies or shortages.
• Performance Monitoring and Reporting: Develop and track KPIs and metrics related to order accuracy, delivery time, client satisfaction, email response times, and operational efficiency. Prepare regular reports for senior management on performance trends, areas for improvement, and action plans. Analyse data to identify recurring NCR issues or inefficiencies and propose solutions to improve processes.
• Training and Development: Provide training and development opportunities for team members, ensuring that all employees are knowledgeable about processes and best practices. Foster a team-oriented environment focused on continuous improvement, high performance, and client satisfaction.
• Technology and System Utilization: Leverage order management and warehouse management systems to improve efficiency and accuracy in order processing. Utilise email response software and systems to track client service satisfaction and propose efficiencies. Stay informed about new tools or technologies that can enhance order fulfilment processes and drive operational improvements.
• Issue Resolution and Escalation Management: Proactively identify and resolve potential issues in the order fulfilment process before they impact client deliveries. Manage any escalations related to order fulfilment, ensuring quick resolution and client satisfaction. Ensure communication with clients is transparent, particularly if delays or issues arise with their orders.
• Compliance and Risk Management: Ensure that all orders comply with legal and company-specific regulations, including import and export documentation and processes. Monitor for potential risks in the fulfilment process, taking proactive steps to mitigate or address them. Work with the H&S coordinator to ensure warehouse and delivery processes adhere to safety and compliance guidelines.
• Client Relationship Management: Ensure clients are satisfied with the order fulfilment process and address any concerns or requests promptly. Have direct communication, as required, with clients to keep them updated on order statuses, delivery timelines, and any potential issues. Join client meetings, as required, with sales team members to ensure clients have confidence in our capabilities and processes, always looking to exceed their expectations.
• To flexibly carry out any other duties that are within the employee’s skill and ability levels whenever reasonably instructed to do so.