Summary / Purpose of Position:
The Global Fulfillment Specialist is responsible for overall functional excellence for United Animal Health Global Operations and Pivotal Ingredients to accurately and quickly transact all aspects of customer-facing operations for United Global businesses. Main areas of execution are: Order Capture, Supply Chain Planning & Execution and Invoicing, Documentation & Service. These areas include: order management, global credit information and management, quality issues, price administration, invoicing, import & export documentation, and customer complaints.

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.
  • Oversee the customer product sampling process, critical for new customer evaluations and sales contracts.
  • Maintain close relationships and coordinate activities with Sales, Manufacturing, Transit, Finance Credit/Accounts Receivable, and Customer Service.
  • Ensures compliance with all financial and regulatory requirements.

Supply Chain Planning & Execution:

  • Optimize shipment, delivery and transit process from “PO to Port”.
  • Help with manufacturing prioritization and production scheduling for international shipments.
  • Works with regulatory team to validate labeling to ensure orders have proper registration.
  • Manage QA/QC status and associated communications.
  • Provide oversight on customer inventory management functions, including vendor managed inventory procedures.
  • Responsible for position management of inventory and buying positions across multiple vendors and customers.
  • Continually seeks improvements in areas of cost reduction and process improvements to increase customer satisfaction.
  • Develop Order Fulfillment Key Performance Indicators measuring service levels and costs. Measure performance against these KPIs and develops action plans to exceed targets.

Invoicing, Documentation & Service:

  • Oversees applicable customer inventory management, reconciliation of any matters related to invoicing, and reporting relevant information concerning customer order activities to meet service levels established by the business.
  • Direct international CSR activities and customer communications related to price increases, order lead times, monthly/quarterly/annual financial close, and product allocation and availability issues.
  • Work with Customer Service to help coordinate communication to external and internal customers.
  • Monitor and report on customer satisfaction; provide recommendations for improvements.
  • Monitor customer complaints and respond within agreed timing guidelines for complaints assigned to Customer Service.
  • Accountable for managing customers short-term and medium-term demand requirements based on feedback from commercial team.

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 25% 

Minimum Job Qualification Requirements:

Education / Training:

  • BS or BA Degree in technical or financial related areas, MBA preferred
  • Minimum 7 years’ experience in a manufacturing-oriented customer service function
  • International experience preferred

Specialized Job / Technical Knowledge:

  • Computer literacy including extensive knowledge of Great Plains or ERP software, Microsoft Office Suite

Non-Technical Skills and Abilities:

  • Ability to work with multi-disciplinary teams and across different locations
  • 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 Culture

United Animal Health Core Competencies:

  • Responsibility & Initiative: Employee holds himself or herself and fellow employees to a high standard of performance, personal accountability and professionalism. They take initiative to do what is needed and work to achieve positive company results in a timely, trusting, and effective manner.
  • Interpersonally Adaptable: Employee respectfully adapts to others internally or externally.  They communicate effectively within a variety of work situations.  They engage with a variety of people and appreciate differing opinions and perspectives.
  • Customer Centric: Employee focuses on discovering and understanding the needs of our internal/external customers and proactively provide appropriate solutions to build enduring relationships.
  • Passion: Employee consistently demonstrates dedication, passion and energy. They persevere in a positive manner in challenging situations. They demonstrate resilience and drive. They approach their work with a sense of personal pride.

Licenses / Certification:

  • None

Physical Requirements:

  • Ability to lift 50 or more pounds periodically

Safety Requirements:

  • Follow all company safety procedures and safety regulations