Director of Fulfillment & Customer Experience – AMS
Position Overview:
The Director of Fulfillment & Customer Experience is responsible for ensuring Solmax products are delivered accurately, efficiently, and on time to customers across the Americas region. This role oversees order fulfillment, transportation, inventory management, and customer satisfaction—ensuring seamless coordination between operations and customer needs to optimize service and delivery performance.
This leader is accountable for managing freight spend, multiple warehouse locations, a team of fulfillment professionals, and thousands of customer shipments annually. They will work cross-functionally with Supply Chain, Sales, Customer Service, and Operations to optimize the order-to-customer fulfillment process.
Reporting to the Vice President of Supply Chain – AMS Region, this role will lead teams across order processing, warehouse distribution, inventory control, and transportation operations to ensure high service levels, reduced costs, and continuous improvement.
Key Responsibilities:
Customer-Centric Order Fulfillment & Delivery
· Own the end-to-end fulfillment process from PO receipt to final customer delivery, ensuring orders are processed, shipped, received accurately and invoiced at the correct price.
· Manage daily shipping schedules, warehouse allocations, and inventory movements to avoid delays.
· Ensure on-time delivery, order accuracy, and damage-free shipments through rigorous process control.
· Serve as the primary escalation point for order fulfillment or transportation delays impacting customers.
· Develop strong collaboration with Sales & Customer Service to align fulfillment priorities with customer expectations.
Freight & Carrier Strategy
· Oversee freight spend, negotiating competitive rates and optimizing shipping lanes.
· Lead carrier selection, contract negotiations, and performance management to secure reliable and cost-effective shipping solutions.
· Ensure efficient routing of freight, balancing cost, service, and speed while maximizing TMS and ERP systems for visibility.
· Oversee internal fleet operations, ensuring regulatory compliance and efficient fleet utilization.
Warehouse & Inventory Management
· Ensure inventory accuracy across warehouse locations, managing a large volume of SKUs.
· Lead perpetual inventory control, cycle counting, and ERP data integrity to prevent shortages or excess stock.
· Oversee external warehouse contracts, ensuring vendor compliance with storage and order fulfillment service levels.
· Maintain physical and systematic inventory reconciliation across ERP, warehouse, and general ledger systems.
Technology, Systems & Process Optimization
· Drive automation and digital tools to improve order accuracy, tracking, and real-time shipment visibility.
· Oversee ERP and TMS integrations, ensuring seamless data flow.
· Establish a data-driven decision-making culture, using KPIs to optimize order processing, freight efficiency, and fulfillment lead times.
Team Leadership & Development
· Lead and develop a team of managers and specialists, ensuring strong execution across fulfillment, transportation, and inventory control.
· Foster a culture of accountability, customer service, and operational excellence within the fulfillment and logistics teams.
· Provide coaching, career development, and succession planning to build future leadership talent.
Basic Qualifications:
· Bachelor’s degree in Supply Chain, Business Administration, or a related field. MBA preferred.
· 10+ years of experience in order fulfillment, transportation, and customer logistics, with at least 5 years in a leadership role.
· Proven experience managing warehouse operations, carrier partnerships, and customer fulfillment strategies.
· Expertise in ERP (D365 F&O, SAP, AS400) and TMS (Mercury Gate) systems.
· Strong customer service orientation, with a proven track record of improving order accuracy and delivery reliability.
· Experience in the geosynthetics or manufacturing industry is a plus.
· Ability to manage high-volume fulfillment operations, including budget oversight, cost control, and process optimization.
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