Global Order Fulfillment Manager

Job Description

Job Description

About Austco

Austco is a global manufacturer of hospital and clinical communications hardware and software. We make innovative products that help nurses and caregivers as they care for their patients. Established in Perth, Australia in 1986, Austco builds the most advanced nurse call and clinical communications technology in the world.

Austco's corporate head office is located in Melbourne, Australia. Our international offices are located in the USA, Canada, the UK, Singapore and New Zealand. The R&D and Order Fulfilment business units are based in Dallas, Texas.

Primary Purpose

The Global Order Fulfillment Manager is responsible for leading and optimizing the end-to-end order fulfillment and supply chain operations for Austco globally. This includes overseeing order management, central and regional inventory, purchasing, logistics, supplier relationships, and limited local production and RMA repair activities. The Manager leads a team of four direct reports and serves as the primary point of accountability for ensuring customer orders are fulfilled accurately, on time, and in line with Austco's quality and service standards. They work cross-functionally with Finance, Sales, Quality, R&D, and regional offices to align supply chain operations with business objectives.

Key Accountabilities

Team Leadership and Development

•Lead, develop, and support a team of four direct reports: Global Fulfillment Coordinator, Order Fulfillment Coordinator – CAN, Order Fulfillment Coordinator – USA, and Purchasing Coordinator.

•Set clear expectations, assign workloads appropriately, and hold the team accountable to performance standards.

•Drive team performance through the development and consistent monitoring of departmental metrics.

•Foster a culture of collaboration, continuous improvement, and high standards across the department.

•Lead by example, embracing change and anticipating the needs of internal and external customers.

•Ensure compliance with workplace safety programs for all warehouse and fulfillment staff.

Order Fulfillment Operations

•Ensure customer orders are properly received, processed, and delivered in accordance with Austco's customer service standards.

•Oversee order tracking processes and ensure orders are managed in line with organizational policies and procedures.

•Supervise activities to ensure all products are packaged and labeled to meet customer requirements for prompt global delivery.

•Work with distribution partners and warehouse staff to meet fulfillment requirements from all distribution locations.

•Liaise with logistics and courier delivery partners to maintain competitive, cost-effective shipping solutions.

•Identify and resolve operational roadblocks to ensure uninterrupted order fulfillment.

Inventory and Supply Chain Management

•Manage inventory across all distribution centers, aligning demand and supply signals and overseeing stock allocations.

•Optimize company inventory systems and MRP using Misys and QuickBooks.

•Apply inventory management principles to set order points and quantities for key components and finished goods.

•Collect and analyze regional forecasts for order planning and MRP purchasing requirements.

•Generate reports and analyze historic sales data to compare with regional forecasts for future inventory planning.

•Proactively manage inventory to prevent stock-outs while optimizing working capital utilization.

•Oversee physical inventory counts as required by company policy and resolve any discrepancies.

•Work with regional offices to support regional inventories, monitor orders, and process shipments.

Supplier and Contract Manufacturer Management

•Manage contract manufacturer relationships to ensure products are produced efficiently, at the required quality, and within cost expectations.

•Develop and maintain strong relationships with vendors and distributors to ensure on-time delivery.

•Work with suppliers and Product Development to design for manufacturability, reducing cost and improving quality.

•Monitor product standards throughout the purchasing, contract manufacturing, and inventory lifecycle.

•Submit RFQs to suppliers for cost comparison and cost improvement opportunities.

•Work with Finance to complete timely pre-payments and ensure timely payment to suppliers.

Local Production and RMA Repairs

•Oversee limited local production activities, ensuring efficient execution in line with quality and cost standards.

•Manage the RMA repair process in coordination with the Quality department.

•Liaise between outside suppliers, contract manufacturers, and the Austco Quality department to ensure smooth communication on quality issues and timely corrective actions.

•Coordinate with Engineering and Quality to determine root causes of rejected materials and drive appropriate process improvements.

•Follow all QA/QC processes to ensure products adhere to Austco's quality standards.

Cross-Functional Collaboration

•Work with Accounting, Finance, and shipping carriers to manage costs, maintain competitive pricing, and protect cash flows in line with revenue targets.

•Assist in implementing guidelines for collaboration with Sales, Quality Assurance, Marketing, and other departments.

•Participate in cross-functional new product teams, completing cost versus inventory models and forecasting new products and distribution methods.

•Maintain continuous communication with regional offices on forecasting requirements and customer service priorities.

•Update customer service representatives on shipment status to ensure customers are informed of order progress.

Reporting and Continuous Improvement

•Analyze supply chain data and report metrics to senior management regularly.

•Maintain detailed reports on all aspects of customer orders and inventory management for presentation to upper management.

•Drive process improvements across the order fulfillment workflow to improve client satisfaction and operational efficiency.

•Develop and implement processes for warehouse and inventory management.

•Work on cross-functional projects to evaluate and improve distribution methods and cost efficiency.

Compliance

•Comply with all relevant national and international legislation.

•Ensure compliance with Austco group policies and procedures.

•Maintain client, business, and staff privacy in accordance with applicable legislation.

•Adhere to all Quality Management System processes and procedures.

Required Qualifications and Experience

Essential:

•Bachelor's degree in Supply Chain Management, Business, Operations, or a related field.

•5+ years of progressive experience in order fulfillment, supply chain, or operations management.

•Demonstrated experience managing and developing a team of direct reports.

•Manufacturing background in an electronics or technology environment required; experience in healthcare or medical devices is a strong asset.

•Proficiency with ERP and MRP systems; hands-on experience with QuickBooks and Misys preferred.

•Advanced Microsoft Excel skills.

•Working knowledge of international logistics, customs, and import/export regulations.

•Strong analytical, organizational, and communication skills with the ability to present clearly to senior leadership.

Preferred:

•CSCP (Certified Supply Chain Professional) or equivalent certification.

•Experience working in a global, multi-regional business with distributed teams.

•Familiarity with ISO standards or quality management systems.

Key Competencies

•Leadership — sets clear expectations, develops team capability, and leads by example.

•Strategic thinking — balances short-term operational demands with longer-term planning and process improvement.

•Cross-functional collaboration — works effectively with Finance, Quality, R&D, Sales, and regional teams.

•Commercial awareness — understands cost drivers, cash flow implications, and the impact of supply chain decisions on business performance.

•Problem solving — identifies obstacles proactively and drives resolution without losing momentum.

•Communication — clear and confident communicator at all levels of the organization.

Direct Reports

•Global Order Fulfillment Coordinator

•Order Fulfillment Coordinator – Canada

•Order Fulfillment Coordinator – USA

•Purchasing Coordinator