Pet Circle

About Pet Circle

Varied role for a highly analytical Fulfillment Manager Make a huge impact within a high growth, flat structured organisation Take advantage of our pawrental leave and generous company discount In the past nine years, Pet Circle has become one of Australia’s top 5 online retailers and the no. 1 player in the online pet industry. We’ve scaled from 110 to over 200 people in the last 18 months and due to our extensive growth, we are looking for a Fulfillment Manager to assess what is most important for customers and our business, act on decisions and lead change. At Pet Circle, the Fulfilment Manager is responsible for managing relationships and performance with our last mile fleet partners. The role will identify opportunities to improve the customer experience along with optimising our cost footprint within agreed business boundaries. Key Responsibilities: Relationship Management You will build strong relationships with our key partners through a process of collaboration, negotiation, data analysis and a common goal of customer satisfaction. You will use quantitative and qualitative customer and delivery data to uncover key insights that drive network enhancements, build strategies and make recommendations to the business for change. Manage vendor relationships for freight providers and serve as the key operational contact for our last mile providers. Manage, develop and enhance vendor KPI’s for all last mile providers, DIFOT, damages, lost claims, NPS, google reviews etc. Ensure appropriate Vendor Partnership Agreements are in place. Work with last mile providers on key initiatives to continuously improve the customer experience through enhanced tracking, timely delivery and customer focused execution of the delivery. Works with last mile providers on forecast activities leading into peak events Develop and maintain effective working relationships with all internal and external supply chain partners Analytics You will need to work with internal and external partners to analyse, propose and drive projects ensuring optimised fulfilment at Pet Circle. Proactively monitor, identify and communicate any exception or at-risk shipments, and offer solutions to ensure timely delivery of orders. Actively monitor customer tickets to understand themes developing within the last mile network Provide updates on transport metrics, including ongoing analysis and interpretation of data. Develop supply chain reports to measure network performance both fulfilment of service and cost Utilise data to understand carrier performance and trends as well as business objectives; transform those insights into clear actions to improve the overall customer experience. Perform root cause analysis, develop and implement corrective action plans to improve carrier performance Looking to diversify the last mile via various initiatives, own fleet, uber style, ANC type initiatives Process Work with WHM's to optimise pickup schedules to meet last mile provider deadlines Lead annual rate review process Manage and track shipping costs as a percent of revenue and overall customer satisfaction metrics Establishes and implements load balancing between carriers as required with totally volume Broad reallocation of last mile zones from one courier to another based on service level of the courier service in that area or pricing changes. Reviews run performance from reviews and moves customers as required Drive continuous improvement and efficiencies throughout the transportation network Review and optimise line haul network and rates - CP, own line haul, dropped trailers etc Onboard new last mile providers as required Daily review of last mile performance in each designated zone to identify and action any issues Action issues with Carriers and move volume from carrier A > B with non resolution Work with CX to enable processes for agents to move carriers (within bounds) on individual customer basis Assist with the development and execution of the customer focused enhancements in the fulfilment space Awesome Looks Like... 3-5 years' experience in a fast moving operations / supply chain role (ideally in ecommerce or a B2C sector) Data-driven approach to decision making and highly analytical (with the ability to pick up new programs quickly) Strong relationship builder and communicator So what are you waiting for? Enjoy being part of a driven team with a culture that values decision-makers and action Get the value of working with a great company without working for a big company (not just yet anyway!) – you’re able to enjoy and see the impact you make Take advantage of our generous employee discount and pawrental leave Join our monthly company social events

Synonyms

Technologies (from Job Ads)

Hiring Locations (10 of 13)

Headquarters

Loading map...

Company Info

Company Type: Private

Company Size: 51 - 250

Job Ad Metrics

Job Ads found: 415

Job Ads per Month: 9.0

Hiring Locations: 13

Data Info