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Head of Customer Fulfillment EMEA

Formlabs

Formlabs

Customer Service
Budapest, Hungary
Posted on Friday, May 31, 2024

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

Our Global Customer Fulfillment team makes sure that our products can be enjoyed by thousands of people around the world. If you have a passion for operations, data, problem-solving, and working in a fast-paced environment, we want you to join us as our Head of Customer Fulfillment EMEA (w/m/d). Your role will be to further develop our distribution ensuring a positive customer order Fulfillment process.

In this role you are expected to be the leader of the customer fulfillment team in EMEA. You lead the team, you start initiatives, you manage internal stakeholders, you own vendor relationships, you have a helicopter view while also owning operational tasks. You pick up complex issues yourself, and manage the improvement pipeline for the team. Finally, you measure and take responsibility for the performance metrics of the team and the vendors. You will report to the Global Head of Fulfillment and will manage a team of 4.

The Job:

  • Lead established fulfillment processes internally and externally
  • Manage inbound and outbound product flow
  • Lead in inventory management, cycle counting, and inventory accuracy efforts
  • Follow up on escalated customer complaints and RMA’s
  • Support our customer teams to provide best in class service
  • Optimize the setup for local and international shipping
  • Implement strategic initiatives across EMEA relating to Operations
  • Lead the Customer Fulfillment EMEA team and create a positive and collaborative culture within our customer fulfillment team and with other stakeholders in the company
  • Continuous work with internal and external stakeholder to meet their needs
  • Own local compliance topics (e.g. electronic waste, packaging waste, battery) & deal with escalated trade compliance topics
  • Constantly scan for opportunities to exceed customer expectations, whilst optimizing costs
  • Proactively monitor, enhance and refine internal processes and workflows
  • Presentation of plans and reporting on Formlabs’ progress to senior management level

You:

  • Have a passion for- and solid experience in operations, warehousing or transportation
  • Understand freight shipping and logistics
  • Have an ability to work with cross-functional teams to get results
  • Can create a positive customer experience while maintaining efficiency
  • Are driven to take an extra step to ensure customer satisfaction
  • Are flexible to work with colleagues in different timezones
  • Are proficient in spreadsheet and database usage
  • Are comfortable multitasking and managing competing priorities
  • Have strong organizational skills and an eye for detail
  • Communicate on a professional level in English
  • Are able to negotiate contracts and manage suppliers/vendors
  • Have a minimum of 3-5 years of leadership experience

Bonus Skills:

  • Experience in working with or for a third-party logistics provider
  • Familiarity with enterprise resource planning systems
  • Experience in Technology, Finance and/or Accounting
  • Experience with LTL freight shipping
  • Data processing / visualization
  • Familiarity with Google Suite
  • Ability to speak any other European language
  • Passion for 3D printing and emerging technologies
  • Experience in rapidly-growing startup environments

We Offer:

  • On-site lunch 3x a week
  • Private health insurance with Medicover
  • Shares in the company
  • Free beverages and snacks at the office
  • Unlimited 3D prints
  • A monthly or quarterly public transportation pass
  • An inclusive, dog-friendly office with diverse and inspiring colleagues
  • Development opportunities both in-house and off-site
  • Fun team events