Distribution Services Controller

Informa Group .•Philadelphia, PA

13h•Hybrid

About The Position

The Distribution Services Controller provides administrative and operational support to Distribution Services Manager and colleagues in the Books Publishing Services team. They also provide support and advice to internal and external stakeholders and work directly with suppliers both in person and online. Supplier visits will be necessary as and when required. What you'll be doing: Vendor Relationship Management: Build and maintain successful working relationships with T&F's global network of distribution, freight, and print vendors, ensuring reliable and effective service delivery Compliance & Quality Management: Manage and improve vendor compliance across labelling, packaging, ASNs, chargebacks, and documentation to reduce complaints and ensure smooth product flow to customers Verification of Claims: Investigate customer order fulfilment, returns and distribution claims using internal and external systems. Providing clear and unequivocal system-based evidence to resolve financial queries and assist various teams across T&F. Primary Point of Contact: Serve as key liaison for T&F colleagues (Customer Services, Finance, Sales, BPS) and external parties regarding warehousing, distribution operations (Goods-In, Picking, Returns, Perpetual Inventory counts), pricing queries and freight/courier services Tax & Regulatory Compliance: Point of contact for VAT, tariffs, duties, and tax queries relating to global and intercompany distribution Performance Management & Analysis: Monitor, analyse, and review internal/external systems data and performance statistics to understand supplier performance and drive improvements where needed Vendor Communications & Meetings: Conduct regular communications with vendors to discuss performance and workload balance, produce agendas and minutes for vendor meetings, and conduct supplier visits with audit documentation Cross-Functional Collaboration: Work closely with Books Publishing Services colleagues (Vendor Management, Procurement, Demand Planning) to support operations and provide guidance on preferred distribution routing Sustainability Reporting: Partner with Vendor Management and Sustainability teams to document and report CO2 emissions and other sustainability measures from freight and distribution operations Documentation & Systems Management: Maintain internal reports, systems, process documentation, and ensure effective information distribution via appropriate channels (email, SharePoint, MS Teams, automated reports) Continuous Improvement: Support process improvement initiatives within the team and with vendors, identify improvement opportunities, generate solutions, and escalate issues appropriately Quality & Accountability: Take responsibility for workload management, deadlines, collaborative goals, and proactively manage work quality including problem-solving and effective feedback General Support: Provide departmental support as required and maintain high standards of housekeeping for quick access to process and compliance documentation

Requirements

A strong understanding of Microsoft Excel and other core Microsoft Office packages.
Experience of using databases to find and edit information.
Be able to demonstrate the capability to prioritise and multi-task, have an eye for detail
Ability to analyse data, have logical thinking and response under pressure
Travel will be required to visit vendors as and when throughout US.
Good problem-solving skills.
Experience in dealing with vendors, and understanding their needs
Experience in an internal customer-facing role.
Excellent written and verbal communication skills
Strong team working skills, willing to collaborate, share knowledge and best practise to drive the best possible results.
Flexible approach to change and adapt as necessary
Knowledge of publishing operations, distribution, and related systems
Experience of handling data and reporting on it.
Good industry and market awareness

Nice To Haves

An understanding of Power BI would be a distinct advantage

Responsibilities

Vendor Relationship Management: Build and maintain successful working relationships with T&F's global network of distribution, freight, and print vendors, ensuring reliable and effective service delivery
Compliance & Quality Management: Manage and improve vendor compliance across labelling, packaging, ASNs, chargebacks, and documentation to reduce complaints and ensure smooth product flow to customers
Verification of Claims: Investigate customer order fulfilment, returns and distribution claims using internal and external systems. Providing clear and unequivocal system-based evidence to resolve financial queries and assist various teams across T&F.
Primary Point of Contact: Serve as key liaison for T&F colleagues (Customer Services, Finance, Sales, BPS) and external parties regarding warehousing, distribution operations (Goods-In, Picking, Returns, Perpetual Inventory counts), pricing queries and freight/courier services
Tax & Regulatory Compliance: Point of contact for VAT, tariffs, duties, and tax queries relating to global and intercompany distribution
Performance Management & Analysis: Monitor, analyse, and review internal/external systems data and performance statistics to understand supplier performance and drive improvements where needed
Vendor Communications & Meetings: Conduct regular communications with vendors to discuss performance and workload balance, produce agendas and minutes for vendor meetings, and conduct supplier visits with audit documentation
Cross-Functional Collaboration: Work closely with Books Publishing Services colleagues (Vendor Management, Procurement, Demand Planning) to support operations and provide guidance on preferred distribution routing
Sustainability Reporting: Partner with Vendor Management and Sustainability teams to document and report CO2 emissions and other sustainability measures from freight and distribution operations
Documentation & Systems Management: Maintain internal reports, systems, process documentation, and ensure effective information distribution via appropriate channels (email, SharePoint, MS Teams, automated reports)
Continuous Improvement: Support process improvement initiatives within the team and with vendors, identify improvement opportunities, generate solutions, and escalate issues appropriately
Quality & Accountability: Take responsibility for workload management, deadlines, collaborative goals, and proactively manage work quality including problem-solving and effective feedback
General Support: Provide departmental support as required and maintain high standards of housekeeping for quick access to process and compliance documentation

Benefits

An excellent work/life balance with a fantastic, flexible working culture.
15 days paid vacation
10 paid sick days
2 Paid floating holidays + paid day off for your birthday each year
3 additional discretionary days off during the holiday season at the end of the year
4 paid volunteering days each year
Up to 8 weeks of paid parental leave
Paid leave for significant life events; i.e. moving or wedding
Medical, vision, dental, and other voluntary benefits
401(k) + employer match
Seasonal social and charitable events
We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working.
We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.
We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.