Job Description

General Management and Leadership Responsibilities

Analyse processes across all areas, taking a lean principles approach, and identify areas for improvement to productivity, efficiency and costs. Be a leadership ambassador to the vision & values of INW Bee Health, championing what good looks like. Ensure that a timely and effective communication and escalation process exists to raise quality issues to the appropriate levels of management. Lead and develop the supply chain in relation to Planning, Customer Fulfilment and Brand Fulfilment and Brand Fulfilment. Lead the development of systems integration and development. Manage and execute departmental projects to agreed deadlines and standards. Manage the teams KPIs. Manage, mentor and develop all teams, providing direction, guidance and teaching best practice principles. Organise tasks and set goals for your team to achieve the departmental targets and that of the wider INW Bee Health and INW company. Promote a culture of high employee engagement and motivation where the needs of the business and balanced with the needs of individuals. Train and guide employees whilst resolving employee issues that come up. Understand the strengths and weaknesses of your team, developing an individual's weaknesses and utilising their strengths to enhance the team.

Customer Fulfilment Responsibilities

Take a hands-on approach, managing and executing an exceptional customer fulfilment service for our customers that will include, but not limited to:


+ Active management of OTIF + Actively responding to customer enquiries, concerns or complaints
+ Production of daily figures (sales, orders booked, dispatched etc.)
+ Manage and support the dispatch process, including export.
+ Create, analyse and distribute management reports, including, but not limited to:
- At Risk Orders
- Customer Trackers
- Order Movement Trackers
- Monthly Dispatch
- Orders Outside of OTIF
- Dispatch Targets Vs Budget
+ Identify effective processes for customer communications, including telephone, email, live chat or instant messaging.
+ Implement corrective actions with the production management team for any at risk orders.
+ Implement RMA processes
+ Manage external relationships within the export process, e.g. Veterinary visits and certifications.
+ Oversee customer returns to ensure a swift and comprehensive process.
+ Support the Compliance Team in taking a proactive approach to customer complaints ensuring that issues are investigated and resolved in a timely and professional manner.
+ Oversee the Warehouse Operation from a strategy standpoint.

Brand Fulfilment Responsibility

Manage the day to day training of the Brands Team including: -


+ The provision of an exceptional customer service + The raising of quotations in a professional and efficient manner
Regularly review the internal SKUs to ensure adequate stock levels ae maintained and work with purchasing / planning to replenish stock levels when required. Train and develop the team to provide cross coverage of all roles to ensure a continuous service during holiday or periods of absence. Work with the Marketing and PR Executive to identify and promote slow moving and expiring stock.

Planning Responsibilities

Coach and guide the Planning Manager to :


+ Identify ways to improved productivity and efficiency + Reduce costs
+ Develop production plans and timelines in line with production specifications
+ Accurate forward planning of capacity
+ Planning and workflow schedules
+ Identify delays and adjust the plans accordingly to meet production deadlines
Analyse data in relation to delays impacting production plans, customer orders and product risk. Assist in the production of risk assessment and mitigation activities. Manage the daily PDCA meetings. * Train and develop the team to provide cross coverage of all roles to ensure a continuous service during holiday or periods of absence.