Work Schedule
Other

Environmental Conditions
Office

Job Description

Purpose of the Job

The Supervisor Order Management is responsible for leading the Order Management team who are executing on the administrative support of the outbound order flow in the European Distribution Center (EDC) of Thermo Fisher Scientific. They act as the main link between Distribution Operations, Customer Care and Transportation. Their primary focus is to ensure accurate and on-time delivery of orders within EMEA region while considering special Customer requests and country requirements (export documentation). In addition, they are required to provide accurate logistics information to the Commercial organization, to Distributors and to the designated freight forwarders.

• Reporting potentially hazardous situations in the Intelex reporting tool
• Daily Tier meeting with their teams to discuss yesterday's results and planning for today
• Participate in 5S initiatives and checks to keep warehouse and offices organized and efficient.

• Investigate and solve issues related to orders that will not print.
• Working closely with the respective Customer Care departments and Forwarders, to meet logistics expectations.
• Scheduling shipments, arranging transport from the Distribution Center to the end customer and performing all necessary tasks for shipping and on-time delivery.
• Preparing all shipping documents for outbound orders outside the European Union using our different ERP systems. (Invoices/ EXA)
• Book according to country and customer instructions with Forwarders.
• Following up and monitoring on orders for high profile Customers until final delivery.
• Ensuring high level of customer service.
• Handle and distribute the carrier exception reports to resolve issues with shipments that shipped from the EDC to the end customer.

• Upload and assign all distribution/ carrier complaints within the EDC.
• Investigate complaints for Order management
• Close complaints for Inchinnan/ Regensburg DC who provide feedback by email.
• Check, finalize and send the monthly complaint overview to customer care.
• Get feedback for the EDC from customer care on Customer Alliance Score (CAS) and share with stakeholders in the EDC. (CAS is the feedback from our customers through an online survey.)
• Participate in the Command center calls where different departments within LSPDG EMEA join to solve escalations/ challenges and take ownership for EDC.
• Gather country holiday planning information from CC and share holiday weekly planning with picking / packing. Hold orders on country level by excluding them from the print job.
• Create EMEA Q-end shipping schedule.
• Send pre-alerts to our customers.
• Handle white glove flow based on the cobra file (Shipping schedule)
• Make sure that the White Glove (high focus order) flow is monitored from the moment the order is released until delivery at the end destination.
• Work closely with customer care to ship accurate and on time.
• Handle the high value order EU flow based on the high value hold report.
• Decide based on value / size/ content / destination what the best shipping mode is.
• Be in close contact with picking and packing to ship all orders accurate and on time.
• Check and share the daily open order report with all customer care departments.
• Handle the consumable return records which arrived at the EDC without case/RMA and get the needed information from Customer care
• Handle all red / yellow / white label returns for EMEA. Work with service, engineers, and customer care to determine end destination and ship.
• Monitor mailbox and answer distribution related question.

• Supporting the coordinator with arranging the daily tasks with the rest of the OM team, to ensure good prioritization and dividing of the team workload.
• First escalation point of contact for everyone in the EDC warehouse with OM related questions/ challenges.
• Replace Distribution manager/Site Leader in meetings in case of absence.
• Identify and report deviations in process.
• Communication with customer care on process delays/ changes.
• Promote co-operation between team-members and teams.
• Handle Customer escalations and being able to identify trends and CAPA's.
• Manage and control quarter-end arrangements with the team and forwarders.
• Assist in arranging specific delivery requests and requirements from the Customer.
• Drives and facilitates quality and PPI culture and activities. (QMS, 5S, HPWT)
• Act in accordance with EDC QMS
• Support with (customer) audits
• Support with preparing management review.

• Create and manage development plans.
• Create resource planning.
• Manage absences (holiday and sickness).
• Follow up on required illness procedures.
• Hire new staff including interviewing.
• Have one on one conversations with employees.
• Create conversation reports.
• Being a role model and lead by example.

• Replaces the outbound manaer during absence.
• Can participate but also lead the Tier 2 meetings.
• Can lead the Tier 1 daily OM team meeting.