Customer Fulfillment Manager Jobs (NOW HIRING)

Description

PURPOSE:

The Fulfillment Manager is responsible for driving customer on-time delivery for the Gentex Headborne Systems Operations organization in Carbondale, PA. This role involves close collaboration with various departments including Sales, Customer Service, Product Management, Contracts, Program Management, Engineering, Operations, Demand Planning, and Supply Chain to ensure efficient coordination and optimize revenue recognition while delivering exceptional customer satisfaction. The Manager will facilitate the order fulfillment process for Headborne Systems Operations, ensuring accuracy, timeliness, revenue optimization, and cost-effectiveness. The Manager will also support sales and business development teams by providing anticipated lead times, oversight of identified priority and product sample orders and leading the weekly Fulfillment Meeting working group focused on preventing/recovering late orders and ensuring timely shipping of future orders as prioritized by the group.

DUTIES, RESPONSIBILITIES and ESSENTIAL FUNCTIONS: 

Order Management: Monitor the full lifecycle of PA HSO orders after entry to delivery, facilitating removal of administrative barriers preventing delivery on time.

Oversee the order fulfillment process (order receipt to delivery), ensuring accuracy, timeliness, and cost-effectiveness.

Government Compliance: In Coordination with Operations Program Management, navigate the complexities of government documentation and coordinate with Assembly, QC and Contracts to ensure all mandatory paperwork/labels are completed. Essential part of the Contract review process.

Commercial Relations: Manage high-volume commercial accounts, coordinating with Warehouse to meet strict corporate delivery windows and blanket order releases.

Partner with sales, customer services, supply chain, demand planning and operations to align, forecast and convert revenue targets.

Manage new order fulfillment lead times ICW Demand Planning and Customer Service. Liaison with both groups to manage Available To Promise (ATP) SAP functionality issues.

Drive customer on-time-delivery metric, aligned with customer expectations.

Follow-up materials readiness with supply chain, aligning actions to mitigate risks.

Align manufacturing dates with operations, driven by revenue and customer commitment.

Problem Solving: Proactively work with the teams to prevent shipping delays, customs holds, or documentation discrepancies to maintain high customer satisfaction scores.

Returns Management Coordination to make sure replacement orders are completed.

Drive cross-functional projects to enhance operational efficiency and customer satisfaction.

Foster strong relationships to ensure smooth sales, operations, and supply chain integration.

Develop and Provide Messaging and Communications keeping Customer facing employees and Customers informed on issues and events affecting their orders.

Proactively manage risks related to supply chain disruptions, logistics issues, and customer escalations.

Participate in E-Commerce and Safety Stock strategy to manage finished goods inventory levels and collaborate with supply chain teams to maintain optimal stock levels while minimizing holding costs.

Actively participate in the Gentex SIOP process, ensuring proper balance between large institutional orders/customers and smaller commercial orders/customers.

Analyze data and regularly report on operational performance to executive management, identifying trends, opportunities, and areas for improvement.

Requirements

EDUCATION:

Bachelor's degree

EXPERIENCE:

5+ years in experience within order management, customer fulfillment, supply chain management, or operations OR Masters' degree with 2+ years in experience within order management, customer fulfillment, supply chain management, or operations.

KNOWLEDGE, SKILLS AND ABILITIES:

Self-motivated, results-oriented, able to work without supervision, able to manage multiple projects/contracts in a fast-paced team environment and produce consistent, accurate, and timely work.

Proficiency in written and verbal communication; good presentation skills. Exceptional interpersonal and team skills.

Ability to apply superior judgement and communication skills to resolve prioritization issues between Operations, Business leads, and other stakeholders.

Familiarity with government contracting processes and shipping standards.

Proficiency in project scope planning/definition, resource planning, project plan execution, schedule/cost control, change control processes, transition to production and product technical knowledge.

Solid computer skills, including experience with ERP Systems (e.g. SAP), and Microsoft software programs such as Word, Excel, PowerPoint, and Project.

POSITION SUPERVISES:

Individual contributor, no direct reports.

CONTACT WITH OTHERS:

Internal: The Manager will interface with employees from quality, manufacturing, engineering, program management, supply chain, sales and business development, product management, and customer service, as well as employees from other Gentex locations, as well as a broad range of stakeholders in the customer community.

External: The Manager may be required as necessary to communicate with both suppliers and customers, to include DoD Program Management offices.

PHYSICAL/MENTAL/COMMUNICATION REQUIREMENTS:

Employee is occasionally required to stand; walk; sit; use hands or fingers to manipulate, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. Specific vision abilities required by the job may include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The individual must have a high level of comprehension, and a high level of general, verbal, written, and numerical intelligence. Employee must be comfortable with leading working group and decision-making meetings with teammates and senior executives.

WORK ENVIRONMENT:

Works majority of the day in a climate-controlled environment, with the exception of or otherwise specified, performing work in the warehouse or manufacturing areas which are subject to changes in temperature and/or noise.

TRAVEL:

Regular travel required

LOCATION: Gentex's Carbondale facility is located in Northeastern Pennsylvania in Lackawanna County. Carbondale, PA is about twenty miles north of Scranton, PA, 50 miles south of Binghamton, NY, and about 125 miles from New York City and Philadelphia. The area hosts numerous nearby state parks, nature preserves and local colleges and universities, including The University of Scranton and Marywood University. Northeast Pennsylvania is a beautiful area and offers an excellent cost of living. It is a great place to work, recreate, meet people, raise a family and live!

Gentex Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard for any applicable state or federal protected class. Gentex is an E-Verify Participant. Pre-employment drug/alcohol/background screening is required.