Team Lead Fulfillment

Key Accountabilities
The Team Lead Fulfillment supervises the operational execution of fulfillment activities within the regional supply chain management function, ensuring reliable, efficient, and compliant delivery of end-to-end fulfillment operations. The role leads a team of Fulfillment Specialists and Senior Fulfillment Specialists, overseeing inventory management, inbound handling, outbound handling, returns processing, warehouse coordination, quality-related coordination, and fulfillment documentation on a regular basis. The Team Lead allocates and balances workload, acts as the first point of escalation for complex fulfillment, warehouse, and stock-related issues, monitors team performance against SLAs and KPIs, and ensures adherence to global standards, work instructions, and internal controls. Additionally, the role carries cost responsibility and monitoring for fulfillment operations. The role works closely with other service lines and functions.

Operational Team Leadership for Fulfillment

- Supervise the regular execution of end-to-end fulfillment activities across inventory management, inbound handling, outbound handling, returns processing, warehouse coordination, quality-related coordination, and fulfillment documentation for the region

- Allocate and balance workload across Fulfillment Specialists and Senior Fulfillment Specialists to ensure service continuity and on-time order fulfillment

- Translate the Managers Fulfillment targets, SLAs, and KPIs into clear regular and weekly priorities for the team

- Support of escalations due to business impacting fulfillment problems, including the management of fulfillment claims (damages, losses, stock discrepancies) in coordination with warehouses, 3PLs, insurance, and internal stakeholders

- Ensure seamless execution through close coordination with internal logistics stakeholders in addition to other service lines and functions

- Ensure reliable execution of inventory, inbound, outbound, and returns operations across all relevant sites and 3PL locations

- Ensure disciplined MRP and replenishment execution across the region, safeguarding stock availability and inventory performance

- Ensure accurate and complete handling of fulfillment documentation, including goods receipt documents, delivery notes, proof of delivery, and stock reconciliation records

- Ensure product quality and handling requirements are respected across warehouse and 3PL operations, in coordination with Quality Management

- Ensure adherence to fulfillment-related Omya standards and legal compliance requirements

- Onboarding and management of warehouse and 3PL partners in alignment with Procurement

- Monitor fulfillment costs against budget and warehouse tariffs, identify deviations, and initiate corrective actions to safeguard cost performance for the region

Team Leadership and People Development

- Lead, coach, and develop Specialists Fulfillment and Senior Specialists Fulfillment, ensuring effective day-to-day performance and workload management

- Set clear objectives, priorities, and performance expectations for the team, in line with regional supply chain management targets

- Drive capability building through training, upskilling, and knowledge sharing

- Foster a culture of accountability, collaboration, service orientation, and continuous improvement within the fulfillment organization

- Support recruitment, onboarding, succession planning, and talent development

Stakeholder Management and Communication

- Collaborate closely with peer team leads (e.g., Transport, Support, Process Management) to ensure seamless end-to-end logistics execution

- Partner with internal stakeholders (e.g., Order Management, Product Management, Quality) across different service lines and functions to align fulfillment execution with requirements

- Manage relationships with external warehouse operators, 3PL providers, and service partners, ensuring adherence to SLAs, performance standards, and contractual obligations

- Ensure prompt escalation of complex, cross-functional, or customer-impacting issues and coordinate follow-up through to resolution

- Communicate fulfillment performance, risks, disruptions, and improvement initiatives transparently to the regional Manager Fulfillment and logistics process management experts

Continuous Improvement and Digitalization

- Track team performance against KPIs and provide regular reporting to Manager Fulfillment

- Identify and drive process improvements in cooperation with logistics Process Management, automation, and standardization opportunities (e.g., across inventory, inbound, outbound, and returns activities)

- Support the deployment and continuous improvement of fulfillment-related systems and tools

- Ensure adoption of global fulfillment standards, best practices, and digital solutions within the regional organization

Solid line(s) to
Manager Fulfillment RAP

Number of dotted line(s) reports
TBD

Other requirements
- Proficient command of both oral and written English and additional local language(s) is an asset

- Willingness to travel up to 5%

Education
University degree in Logistics / Supply Chain Management / Business Administration / Industrial Engineering or related field or equivalent working experience

Experience
- Minimum 5-7 years of relevant working experience in a related position with leadership responsibilities

- Experience in leading or coordinating teams and managing complex, multi-site fulfillment operational environments

- Hands-on experience with inventory management, inbound and outbound handling, and returns processing and related documentation, compliance, and warehouse coordination requirements

- Proven experience overseeing MRP and replenishment processes, including reviewing outputs, guiding replenishment decisions, and safeguarding stock coverage across multi-site fulfillment operations

- Experience working with warehouse operators, 3PL providers, and service partners, including SLA follow-up, exception handling, and stock reconciliation

Knowledge and skills
- Strong knowledge of end-to-end fulfillment processes including inventory management, goods receipts, picking, post goods issue, returns handling, and stock reconciliation

- Deep knowledge of warehouse operations and material handling requirements

- Strong knowledge of MRP logic and replenishment planning, with the ability to review outputs, guide team decisions on replenishment proposals, and ensure appropriate stock coverage across the region

- Solid understanding of product handling, storage requirements (incl. dangerous goods where applicable), and fulfillment-related internal controls

- Solid understanding of the logistics value chain, quality-related coordination, and fulfillment-related internal controls

- Evidence-based approach to problem-solving, with strong quantitative and qualitative analysis skills

- Strong leadership, coaching, and people management skills, with the ability to lead teams

- Excellent organizational skills

- Creative and critical thinking skills

- Know-how in SAP (MM, SD), fulfillment-related systems (WMS, etc.) and MS Office