Order Fulfillment Manager

Job Description

The Order Fulfilment Manager directs and manages the Order Fulfilment Unit within the Supply Chain Operations Team and specifically the Order Fulfilment Specialists’ activities for the core and non-core products procured under the PPM Project. The Manager is responsible for serving as the technical reference for the function as well as the development and maintenance of the standard operating procedures and work instructions for the order fulfilment function.

The Manager is responsible for the function performance across the Order Fulfilment Unit and for related continuous improvement identification and progress. The Order Fulfilment Manager will coordinate and liaise with the other cross functional Manager to ensure the timely Order Fulfilment process, to meet the needs of the Global Fund and Principal Recipients in country. The Order Fulfilment Manager will be accountable for ensuring client demands and contractual obligations are met for the procurement of all commodities and will be a key contributor to the strategic design and implementation of the Order Fulfilment role.

The Manager is also responsible for team performance on key performance indicators and staff management, development, support and coaching of Order Fulfilment Specialists. This position reports to the Head of Supply Chain Operations.

Operations Management:

• Support the Head of Supply Chain Operations to implement strategy and objectives to provide quality and timely service to Global Fund and its Principal Recipients (PR) under PPM.
• Actively pursue and collaborate in tactical and strategic initiatives to create greater effectiveness and efficiency for PFSCM PPM operations.
• Oversee teams’ performance, including PQ/PE/PO turnaround time.
• Serve as a resource on product technical issues and Order Fulfilment process matters.
• Develop and maintain standard operating procedures and work instructions, including periodic reviews and updates.
• Responsible for PQ/PE/PO check and quality including negotiation/allocation memos if required.
• Manage the Order Fulfilment team members to make sure uniform processes are in place throughout the Unit.
• Manage continuous operational process improvement identification and plans to implement changes in coordination with other PPM teams.
• Monitor the prompt contribution from an Order Fulfilment perspective, Order-related complaints and incidents in collaboration with the Logistics Services Unit, Finance and
• PFSCM Quality teams as part of PPM incident management.
• Ensure client demands and contractual obligations are met for the procurement of non- framework agreement commodities and serve as a key contributor to the strategic design and implementation of procurement strategy.
• Track new incoming orders and assign them to Order Fulfilment Specialists.
• Review process indicators to proactively spot outliers; and advise and oversee recommendations for resolution.
• Oversee vendor, client service and principal recipient relations to ensure satisfaction and resolve any issues.
• Oversee order fulfilment management and issue resolutions.
• In coordination with Head of Supply Chain Operations, provide technical inputs to the
• Global Fund Sourcing Team and in particular serve as contact point to the Global Fund’s
• Disease Leads and API specialist, as needed.
• Provide regular progress and status reports to the Head of Supply Chain Operations.
• Coordinate the preparation and actively participate in the quarterly operational review meetings with Global Fund.
• Oversee the preparation of all order fulfilment status reports and serve as the lead for operational reviews.
• Coordinate inputs for the development of quarterly performance reports.
• Where applicable, be responsible for RFQ and vendor selection in line with PFSCM and
• Global Fund’s guidelines and policies.
• Oversees timely and accurate inputs into PQR.

Team Management:

• Organize, lead and manage the Order Fulfilment Unit in full accordance with PFSCM policies, standard operating procedures and work instructions in collaboration with the senior team members.
• Manage staff and team performance at global level and individual staff level (including external and internal KPIs), and periodically evaluate the performance of individual staff.
• Collaborate and/or liaise with other units and departments as necessary to ensure information, documentation and communication is provided and maintained.
• Responsible to develop and maintain an on-boarding training program and regular refresher training for team and new hires on processes (updated) and SOPs.
• Perform additional duties as necessary to increase team capacity and maintain performance, working with senior staff; and other duties as directed by the Head of Supply Chain Operations.

• Bachelor’s Degree in procurement, supply chain management, business, public health orother related area or equivalent experience. Master’s degree preferred.
• A minimum of 8 years in procurement, project management, supply chain management.
• A minimum of 3 years’ experience supporting national government health-related programs or other donor projects.
• Prefer significant experience working with The Global Fund.
• Fluency in English is required, other languages (French, Spanish) a plus.
• Experience in managing staff and strong project leadership is required.
• Experience with ERP or other supply chain management system required.
• Experience in the Health/Pharmaceuticals procurement sector required.
• Previous customer relationship management experience in the public health arena required.
• Experience working in a developing country a plus.
• Demonstrated ability to manage projects within tight timelines driven by client reporting requirements.
• Excellent written and oral communication skills with strong interpersonal and representational skills.
• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities and work in a team with diverse cultural backgrounds.
• Proven ability to work both independently with little supervision, as well as part of a team.
• Proficiency in using database applications with the ability to focus on delivering high- quality client services.
• Previous experience working in collaboration with communications and knowledge management teams preferred.
• Ability to work comfortably with Microsoft Office software, specifically Word, Excel, and PowerPoint and Project.
• Must be eligible to work in The Netherlands.

Resumes and cover letters must be submitted by May 1, 2016.

To learn more about MSH and the important work our people do, please explore the following links: About MSH

About the Organization

Management Sciences for Health, an international nonprofit organization, is dedicated to closing the gap between what is known and what is done about public health problems. MSH saves lives and improves health by helping public and private organizations throughout the world to effectively manage people, medicines, money, and information. Working from more than 30 country offices and our US headquarters, our staff from 65 nations is highly regarded for its technical expertise, integrity, and commitment to making a lasting difference in health.

MSH is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran’s status, or disability unrelated to job requirements.