Job Description Summary

The OFCC Manager is responsible for overseeing the Day-To-Day Order Fulfilment Command Center (“OFCC”) Belgium operations and for the alignment of the OFCC’s capabilities, organization, structure, culture and incentives in support of the Order Fulfilment strategy deployment (transforming the BD’s EMEA Order Fulfilment organization to a customer-centric and valued service partner to the business and its customers).
He/she leads and motivates a team of OFCC specialists, responsible for the intake & processing of orders, for monitoring of order status and inquiries, for order allocation, backorder follow-up as well as for inbound shipment management.
He/she has a good insight in the End-To-End Order Fulfilment process, brings transformational experience into the organization and focuses on developing the OFCC team to the next level.
He/she will report to the Sr. Mgr. Order Fulfillment and will be part of the Order Fulfillment Staff and EMEA Supply Chain Leadership Team.

Job Description

·Responsible for the development and implementation of theOFCCBelgium. This includes the translation of the OFCC Proof of Concept learnings into the set-up of efficient and simplified business processes that will enhance the customer experience while in parallel support the successful go life of A2. Focus will be on following tasks: order entry & processing, order status monitoring, order allocation (automated), backorder follow-up and inbound shipment management.

·Works in close collaboration with the OFCC in Poland and the OF Center of Excellence in Belgium to maximize customer experience and functional alignment.

·Ensures new A2 business processes and tools are well understood to guarantee optimal usage and by doing so drive the success of the OFCC.

·Uses strong E2E Order Fulfilment Process knowledge (from Order receipt to Customer Delivery) to support the further roll-out of the Order Fulfillment strategy and drive transformational change in the OFCC team (from a basic Order Management to a broader Order Fulfillment skillset).

·Ensures the OFCC transformational journey moves forward, aligned to the A2 waving, focusing on implementing a change and growth mindset, executing a well thought thru training plan and developing a support network.

·Focuses on the development, coaching and empowerment of the OFCC team, making sure the team has the right skill-, mindset and tools to achieve its objectives and deliver its strategic initiatives. Actively participates in the A2 change management journey.

·Manages the OFCC team in reaching Operational (productivity, accuracy, compliance) and Customer Experience (On-time in full) KPI targets. Reports performance vs targets to upper management.

·Communicates to key stakeholders in case of process/system/people constraints, with potential risk for service delivery impact to customers

·Drives continuous improvement initiatives by exploring digitization, simplified way-of-working, customer success maximization & drives prioritization within the respective teams in the right way.

Ensures all Order Fulfillment processes are compliant with requirements related to Quality ISO 13485, Internal Controls SOX, finance, Trade Compliance.

Primary Work Location

BEL Erembodegem - Dorp 86

Additional Locations

Work Shift