Global Order Fulfillment Specialist

Sheridan, IN

Summary/Purpose of Position:

The Global Order Fulfillment Specialist is responsible for overall excellence for the United Animal Health (UAH) import and export business activities to accurately and quickly transact all aspects of customer order fulfillment. Main areas of execution are: order capture, supply chain planning & execution, invoicing, documentation & service. These areas also include: order management, global credit information and management, quality issues, invoicing, import & export documentation, and resolution of customer complaints.

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Primary Job Responsibilities / Duties:

Order Capture:

  • Direct and ensure accurate and timely order processing, including order entry, shipment tracking, and invoicing.
  • Ensure order transactions comply with all applicable domestic and foreign regulatory bodies.
  • Coordinate communication of order status and manage dashboard to provide transparency; work closely with Centralized Customer Service (CCS) domestic and follow applicable processes to maximize efficiencies for international orders
  • Maintain close relationships and coordinate activities with Sales, Manufacturing, Transit, Finance Credit/Accounts Receivable, and CCS.

Supply Chain Planning & Execution:

  • Optimize shipment, delivery and transit process from “Purchase Order (PO) to Port”.
  • Maximize manufacturing prioritization and production scheduling for international shipments.
  • Collaborate with regulatory team to validate labeling to ensure orders have proper registration.
  • Manage QA/QC status and associated communications.
  • Identify improvements in areas of cost reduction and business process to increase customer satisfaction.
  • Develop order fulfillment Key Performance Indicators (KPIs) measuring service levels and costs. Measure performance against these KPIs and develop action plans to exceed targets.
  • Calculate duties, tariffs, price conversions, weight, and volume of merchandise exported and imported.
  • Oversee preparation of documents such as letters of credit, filing tariffs, bills of lading, license agreements, and other correspondence; coordinate other paperwork and documentation necessary to comply with tariff and customs regulations.
  • Serve as a liaison between agents, brokers, banks, shippers, and warehouse facilities.
  • Resolves customs delays.

Invoicing, Documentation & Service:

  • Reconcile matters related to invoicing and reporting relevant information concerning customer order activities to meet service levels established by the business.
  • Conduct international customer service support activities and customer communications related to order lead times, product allocation and availability issues.
  • Review and report on customer satisfaction levels; provide recommendations for improvements.
  • Monitor customer complaints and respond within agreed timing guidelines for complaints assigned to CCS.

Additional Job Responsibilities / Duties

  • Other duties and responsibilities, as assigned.

Typical Work Environment

  • Work is conducted in a temperature-controlled office; however, some activities will be in non-temperature-controlled facilities.
  • Travel may be required based upon business need – up to 5%
  • Hybrid-work eligible

Minimum Job Qualification Requirements:

Education / Training:

  • BS or BA Degree in technical or finance
  • Minimum 5 years’ experience in import / export logistics function
  • Minimum 5 years’ experience in a manufacturing-oriented customer service function
  • Experience working with international markets and commerce

Specialized Job / Technical Knowledge:

  • Computer literacy including extensive knowledge of Great Plains or ERP software, Microsoft Office Suite, Microsoft TEAMs, Zoom or WebEx virtual communication platforms

Non-Technical Skills and Abilities:

  • Ability to work with multi-disciplinary teams and across different locations and/or time zones
  • External customer-facing experience related to relationship building
  • High degree of competency in written and oral communications
  • Continually drive effective results
  • Ability to identify root-cause challenges, collect data, establish facts, and draw valid conclusions
  • Ability to adapt and respond appropriately to change
  • Ability to work effectively and collaboratively within a team
  • Excellent flexibility to adjust to changing priorities
  • Owns communication externally with the customer and internally at UAH
  • Champion of UAH cultural values

Licenses / Certification:

  • None

Physical Requirements:

  • Ability to lift 50 or more pounds periodically

Safety Requirements:

  • Follow all company safety procedures and safety regulations

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