Fulfillment Manager

Description

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 Sales, Customer Service, Product Management, Contracts, Program Management, Engineering, Operations, Demand Planning, and Supply Chain to ensure efficient coordination, optimize revenue recognition, and deliver 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, overseeing 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.

• 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.

Bachelor’s degree

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

• 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…