At Lotus Bakeries North America, our sales team drives the growth of our brands across North America. A critical component of this growth is ensuring an exceptional customer experience, which is where the Order Fulfillment Specialist plays a key role. This position is responsible for the efficient and accurate management of the order fulfillment cycle, from order entry, invoicing, and shipping to customer and broker queries, and sales analysis.

You will work cross-functionally with the sales, logistics, and accounting teams to ensure timely and accurate order processing, handling customer inquiries, and resolving any potential issues related to order fulfillment. The ideal candidate will have experience in order management and logistics within the Consumer Packaged Goods (CPG) industry, possess strong organizational skills, and be passionate about providing excellent customer service.

Order Processing:

Process customer orders accurately and promptly using ERP systems (e.g., SAP, Oracle, etc.), ensuring proper documentation and compliance with customer requirements.
Validate order details, including product availability, pricing, and delivery timelines, in collaboration with the sales team.
Work with internal teams to confirm order details, addressing any discrepancies or special requests from customers.

Invoicing & Financial Coordination:

Ensure that all invoices are processed and sent to customers within one business day of shipment.
Track and monitor order status to ensure accurate invoicing upon shipment.

Order Fulfillment & Logistics Coordination:

Manage the end-to-end order fulfillment process, from order entry to shipment, ensuring timely and accurate delivery to customers.
Coordinate logistics, including scheduling shipments and resolving scheduling conflicts or delays.
Work closely with providers to ensure service levels are met, and track shipment progress to ensure orders are on schedule.
Monitor and manage exceptions for overages, shortages, and damages, collaborating with logistics partners to resolve any discrepancies.

Reporting & Customer Master Data Management:

Generate regular order fulfillment reports for management, highlighting key metrics and insights.
Analyze trends in order fulfillment, shipping, and customer satisfaction to identify opportunities for process improvements.
Maintain and update buyers contact details to ensure all data is accurate.

Customer Service Excellence:

Act as a primary point of contact for customer inquiries, proactively managing communication regarding order status, delivery timing, and product availability.
Resolve any issues related to shipping delays, product shortages, or incorrect orders, ensuring prompt and effective resolutions.
Build strong, proactive relationships with customers and internal stakeholders to drive customer satisfaction and loyalty.

Experience: 2+ years in order management, logistics coordination, or a related field, preferably in the Consumer-Packaged Goods (CPG) industry.
Technical Skills: Proficiency in order management software (ERP systems such as SAP); strong MS Excel skills for reporting and data analysis.
Soft Skills: Strong organizational skills, keen attention to detail, and excellent written and verbal communication skills.
Knowledge: Familiarity with logistics practices, inventory management, and transportation regulations within the CPG industry is a plus.

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