Order Fulfillment Supervisor/Lead

ZOLL Medical-posted 3 days ago
$30 - $40/Yr
Full-time • Mid Level
Onsite • San Jose, CA
1,001-5,000 employees
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At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Circulation division of ZOLL Medical Corporation is focused on "beating heart" therapies for hospitals. Post-cardiac arrest, STEMI heart attack, and severe fever are some of the applications of ZOLL's unique devices. Fully integrated, ZOLL Circulation researches, develops, manufactures, and sells novel technologies includes ZOLL Temperature Management Solutions and TherOx SSO2 Therapy. Temperature Management Solutions empower physicians to "prescribe" a temperature and achieve it. TherOx SSO2 Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks. The Order Fulfillment Lead assists the Order Fulfillment Manager in overseeing daily order fulfillment operations to ensure the timely, accurate, and efficient processing of customer orders. This role provides hands-on leadership to the fulfillment team, helps coordinate workflow, resolves operational issues, and supports continuous improvement initiatives to maintain high service levels. The Order Fulfillment Lead also ensures that all orders are fulfilled and shipped in accordance with ZOLL’s Standard Operating Procedures and applicable IATA, DOT, and IMDG regulations.

  • Assist the Order Fulfillment Manager with mentoring, training, and providing ongoing support to new team members.
  • Support the Order Fulfillment Manager in updating order management process documentation.
  • Serve as the backup for the Order Fulfillment Manager in running KPIs, and reporting functions.
  • Help oversee daily order fulfillment activities to ensure customer requirements are met.
  • Manage end-to-end order processing for the assigned territory, including purchase order review, order accuracy verification, and possibly order entry into Great Plains, along with executing shipping transactions in ASC, GP, and Oracle Cloud. Generate all necessary documentation and labeling for domestic and international shipments.
  • Drive the order fulfillment process as liaison between customers and internal resources to ensure timely delivery of orders. This includes working with Operations to expedite parts or materials needed to meet customer requirements.
  • Communicate and engage with other key departments to remove roadblocks and expedite orders so the Order Fulfillment Team can fully support customers.
  • Utilize judgment and take ownership in ensuring the timely resolution of escalated issues on behalf of sales representatives and customers.
  • Ensure the team sends tracking information or delivery notifications to internal and external customers as required for prioritized shipments.
  • Coordinate shipments and or pickups with freight forwarders.
  • Serve as a point of contact and engage necessary resources to answer or resolve order-related inquiries and issues. Investigate and resolve fulfillment and shipping issues—including short shipments, damaged goods, and lost shipments—and initiate corrective actions to prevent recurrence.
  • Comply with all company policies, procedures, and standards.
  • Provide backup support to the Order Fulfillment Manager as required and assist or lead special projects assigned.
  • Perform any additional responsibilities assigned by management; duties are subject to change as business needs evolve.
  • Degree preferred or equivalent experience preferred
  • At least 5 years related experience preferred in order management or similar support/functions preferred
  • Ability to utilize/develop tools including database, spreadsheet(s), email or any other means available to effectively perform the required task(s).
  • Ability to professionally interact with internal and external customers, understand, handle and escalate customer problems in a timely manner.
  • Excellent follow through skills, interpersonal skills, hardworking, a self-starter and problem solver.
  • Must have excellent attention to detail and accuracy.
  • Positive attitude, responsible, dependable, reliable and dedicated.
  • Ability to calmly interact with angry customers.
  • Demonstrated excellence in organization and time management skills.
  • Able to perform multiple tasks efficiently.
  • Strong data entry, written and verbal skills.
  • Ability to multi-task and work in a fast-paced environment.
  • Must be able to work independently and in a team environment.
  • Strong decision making, problem solving and communication skills
  • Self-starter with the ability to prioritize multiple tasks in a high volume and fast-paced environment with focused attention to detail.
  • High sense of urgency to achieve goals, results driven, communicates assertively and with tact, willing to learn, works well under pressure, customer focused, team player.
  • Business systems and tools (e.g., ERP systems, Outlook, SalesForce, Excel and Word.)
  • Demonstrate assertiveness appropriately and constructively to gain respect of other team member to effectively manage and resolve conflict.
  • Phone skills: ability to maintain composure in stressful situations and follow-up skills.
  • Must have the ability to work additional and flexible hours to support the business during month & quarter-ends as well as other times as needed.
  • English - Advanced
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