Order Management Team Lead

Role Overview

The General Manager Order Management & Fulfillment will lead the national order fulfillment operations, ensuring timely and complete deliveries across all supply nodes. The role will focus on driving operational excellence through strong process control, real-time visibility of deliveries, and proactive management of order execution performance.

Key Responsibilities

1. Lead and manage the end-to-end order management function across all branches, covering specialty, cold chain, and non-cold chain product flows.
2. Monitor and ensure continuous improvement in OTIF (On-Time, In-Full) performance for all suppliers and customers.
3. Oversee the central billing operations, ensuring accurate, timely, and compliant billing as a single source of truth for all orders.
4. Ensure effective coordination with customer service teams for order-related queries, issue resolution, and proactive communication on delivery status.
5. Enforce SOPs for order processing, coordination with central logistics, and escalation management.
6. Oversee the Central Logistics Manager and regional order teams, ensuring seamless coordination and clear accountability for order timelines.
7. Own and drive national-level reporting and data accuracy regarding order fulfillment metrics, supplier SLAs, and customer deliveries.
8. Implement a structured CAPA mechanism to address order delays, quality failures, or logistics deviations, ensuring root cause identification and preventive action planning.
9. Lead automation and digital adoption initiatives in order tracking and performance reporting.
10. Support periodic reviews with senior management on fulfillment performance, root cause insights, and process improvement plans.

Qualifications & Skills Required

Knowledge Required

1. Strong knowledge of order management, fulfillment operations, and supply chain best practices.
2. Excellent communication, interpersonal, and leadership skills, with the ability to interact effectively with employees at all levels of the organization and external stakeholders.
3. Strong analytical and problem-solving skills, with the ability to collect, analyze, and interpret operational data to drive decision-making and continuous improvement.
4. Proficiency with ERP systems, inventory management, and delivery management technologies.
5. Ability to manage multiple priorities and meet deadlines in a fast-paced environment, with strong organizational and time-management skills.
6. Efficient in using tools such as MS Office & Google Suite (Excel, PowerPoint, Sheets, etc.).

Experience Required

1. Minimum of 10 years of relevant experience in order management, fulfillment, or supply chain operations, preferably in distribution.
2. Proven track record of managing large-scale multi-branch order operations and improving OTIF metrics.

Technical Competencies

1. ERP Systems & Delivery Management Systems
2. Order Management & Fulfillment Systems
3. MS Office & Data Analytics Tools
4. Supply Chain Visibility & Reporting Platforms
5. Behavior & Leadership Competencies
6. Team Management for coordination across multiple functions and branches
7. Team spirit & teamwork attitude
8. Coordination with follow-up to maintain operational control and accountability
9. Decision Making qualities with data-driven approach
10. Cross-functional collaboration and stakeholder management

Additional Job Dimension

1. Associated Risk: Supply chain disruptions, delivery failures, customer dissatisfaction
2. Business Accountability: Order fulfillment accuracy and timeliness across all branches
3. Financial Accountability: Cost optimization in logistics and fulfillment operations
4. Typical Direct Reports: Central Logistics Manager, Regional Order Managers
5. Indirect Reports: Branch operations teams, customer service coordination teams
6. External Relationship: Logistics partners, suppliers, customers, healthcare institutions
7. Work Environment: Operations-Focused, High-Accountability, Collaborative