• To own the complete domestic customer order process – from order receipt until delivery as per agreed terms – from all distribution warehouses (Factory warehouse, 3PL warehouse and C&F; locations).
• To act as the contact point for the domestic Sales team to fulfil customer order requirements.
• To manage customer returns, deliveries and secondary freight cost for the domestic business.
• C&F; order processing, Factory warehouse and 3PL warehouse customer order processing report to this role.
• Working in factory workplace.
• Interacts with internal and external customers.
Responsibilities
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• Own the processing of all domestic Sales orders in M3 – accurate and on time – for Factory warehouse, 3PL warehouse and all C&F; locations.
• Ensure every customer order is delivered as per agreed terms (quantity, date and delivery terms) from the right distribution warehouse.
• Act as the contact point for the domestic Sales team; handle spot and urgent requirements and prioritise based on stock and customer commitment.
• Keep the Sales team informed in real time on order status, stock position, QC release and expected delivery; inform delays in advance, not after the event.
• Coordinate with Planning, Production and QC on stock availability and QC release for open orders.
• Review open and overdue orders daily and drive them to closure; know the status of every open order at fingertip level.
• Lead and monitor order processing at C&F;, Factory warehouse and 3PL warehouse; ensure billed goods are dispatched the same day.
• Track deliveries and proof of delivery; resolve transit and delivery issues with transporters and C&F.;
• Manage customer returns end to end – approval, physical receipt, QC check, stock posting and credit note – in coordination with Sales, QC and Finance.
• Handle customer complaints on short, damaged, wrong or delayed deliveries; find the root cause, close within timeline and track c