Customer Fullfillment Manager DACH (Freelance)

Lead the execution of customer orders in accordance with the customer?s service level standards, as well as support transformational projects applicable to the order fulfilment process and returns (reverse logistics). The customer in scope is within DACH (Germany, Switzerland and Austria).
Within this role you will work closely with relevant stakeholders within customers, next to internal Philips colleagues within various teams, such as the order desk, warehouse & distribution, demand planning and commercial/sales. You will also liaise with Philips? carrier partners and the logistics service providers, to resolve any challenges for a smooth order fulfillment, and deliver successfully upon improvement projects.

Responsibility:
- The quality of daily operations for fulfilling customer orders
- Monitoring, via daily management standard practices, the end-to-end order flow, tackling root-causes for defects through effective improvement actions, leveraging digital and automation capabilities within Philips and Amazon for this purpose,
- Processes running in a structured and smooth cadence, as well as being well-documented and adhered to by the relevant process users,
- Teaming up and pro-actively working with the relevant external stakeholders and Philips colleagues, to remove roadblocks in the daily operations, and translating operational challenges in improvement initiatives,
- Supporting the realization of the Joint Business Plan between Philips and customers, focusing on the supply chain transformation agenda,
- Driving cost-savings actions together with colleagues from the warehouse & distribution team, to reduce the cost-to-serve for Philips

Main KPIs are:
- Lead time to deliver (from order placed to order received by Amazon)
- On time & in full % (i.e. how many orders were delivered on time according to Amazon?s standards, and in full)
- Cost-to-serve for Philips

Skills and Experience:
- Bachelor's degree - Preferably in Business Administration and Supply Chain Management
- At least 3 years of working experience within an operational role, and preferably within the online/ecommerce space
- Expert knowledge of the order fulfilment and returns process
- Broad understanding of various supply chain processes and how they connect together (i.e. manufacturing, supply & demand planning, fulfilment, reverse logistics, refurbishment & scrap)
- Strong analytical skills, ability to bring together various sources of data, analyze it effectively to extract meaningful insights, and communicate these effectively to stakeholders (fluency in English required, both verbally and in writing),
- Customer-first mindset, unwilling to compromise on quality standards
- Relentless seeker of next-level operational performance (i.e. raising the bar on higher performance)
- Curiosity to explore new ideas, especially within the digital and automation space (e.g. creating better data visibility through automated digital dashboards, bringing automation ideas to colleagues within the warehouses etc.)
- Ability to successfully influence stakeholders, and organize teams to work together for the successful achievement of a common goal
- Project management and problem-solving capabilities

Work in a company with a unique purpose to make the world healthier and more sustainable through innovation. You can be part of an innovative company that values the interaction between technology and people, working in a multinational and multicultural environment. You will be surrounded by diverse colleagues who share your passion to create superior consumer experiences. Your work will be challenging and full of opportunities for growth. Variety and challenge will be part of your daily routine.