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Fulfilment Team Leader

2 weeks ago

الرياض, Saudi Arabia Morni Full time

Lead the fulfillment team to manage order and request processes across B2B, B2C, and B2B2C channels, ensuring all operations meet established KPIs.
- Oversee and streamline workflows to drive continuous improvement in operational efficiency.
- Ensure fulfillment accuracy rates meet or exceed 95%, identifying and implementing innovative solutions to improve processes.
- Resolve operational challenges quickly and effectively, developing contingency plans for unexpected situations.
- Monitor team performance, maintaining high productivity, engagement, and morale while minimizing employee turnover.
- Collaborate with internal departments, suppliers, and external partners to ensure seamless operations and maintain positive relationships.
- Ensure all client requests are handled within SLA timelines and meet quality standards.
- Handle escalations and resolve client concerns promptly and effectively to maintain customer satisfaction.
- Implement and ensure adherence to Standard Operating Procedures (SOPs) and integrate technology to enhance operations.
- Identify cost-saving opportunities without compromising service quality or reliability.
- Generate reports to track key metrics and communicate progress to higher management.
- Maintain accountability and integrity in all operational processes.
- Schedule and optimize resources to meet operational demands, including flexibility for shift work and on-call duties during peak periods.

**Requirements**:

- Bachelor’s degree in Business Administration, or a related field.
- Certification in Logistics or Supply Chain Management (preferred).
- Native-level fluency in written and spoken Arabic, with cultural awareness specific to KSA.
- Advanced proficiency in written and spoken English.
- Strong leadership and team management skills, with the ability to inspire and engage staff to achieve goals.
- Exceptional problem-solving and decision-making abilities under pressure.
- Strong planning and scheduling skills, with the ability to optimize resources and manage multiple tasks and priorities.
- Expertise in developing contingency plans and addressing operational challenges.
- Advanced Microsoft Office skills, particularly in Excel.
- Demonstrated ability to implement cost-saving initiatives while maintaining service quality.
- Commitment to maintaining integrity and accountability in operations.
- Full-time availability, including flexibility for shift work and extended hours during peak periods.
- Proven track record of building positive relationships with stakeholders and achieving high service quality.