Order Fulfilment Specialist

20 hours ago

Petersfield, Hampshire, United Kingdom SMI Full time

Our Order Fulfilment Team is growing and we are seeking a new Order Fulfilment Specialist 

This is a full-time, permanent opportunity based at our modern Petersfield head office.

What will I be doing?

As an Order Fulfilment Specialist, you will manage a portfolio of customers, ensuring every order line is accurately processed, fulfilled, and dispatched on time, every time. You will be required to proactively identify and drive improvements across all aspects of order fulfilment to consistently achieve our OTIF performance targets.

A key part of this role is clear, timely communication with customers. As Order Fulfilment Specialist you will take responsibility for providing regular updates on order status, promptly notifying customers of any potential delays, and ensuring expectations are managed throughout the fulfilment process. Your duties will include:

  • Taking end-to-end ownership of the order fulfilment process for a portfolio of customers, ensuring every order line is dispatched on time
  • Monitoring daily performance against OTIF targets, identifying and addressing issues impacting on-time dispatch
  • Achieving daily KPIs and metrics to ensure continuous improvement
  • Proactively investigating and route causing any late dispatches, working with the OFL to implement corrective and preventative actions to avoid recurrence
  • Being a backup for overseeing the Order Processing team when the OFL is on leave to ensure customer orders are processed accurately and efficiently from the moment they are received
  • Working closely with the Customer Experience team to ensure customers are proactively updated on their orders, particularly where delays occur
  • Working to a structured communication processes that keep customers informed and confident in our service
  • Contribute to a culture of continuous improvement across the fulfilment process
  • Ensuring every order line failing to meet its lead time is logged, analysed, and root-caused, ensuring that all non-conformities are logged
  • Using these insights to identify internal process gaps and drive lasting improvements so issues do not repeat
  • Working closely with Procurement, Branding and Dispatch to improve end-to-end order flow
  • Being part of a team that acts as the central point of accountability for OTIF performance across departments

What do I need?

To become an Order Fulfilment Specialist with SMI you will need:

Required skills & experience:

  • Proven experience in order fulfilment, supply chain, operations, or a similar role
  • Strong analytical skills, with the ability to interpret performance data and drive improvement
  • Demonstrated ability to develop and improve processes
  • Excellent communication skills, with the ability to engage clearly and confidently across all levels of the business

Desirable attributes:

  • Highly organised and detail-oriented, with a bias for action
  • A natural problem solver who thrives on ownership and accountability
  • Customer-focused mindset, always seeking to improve the end-to-end experience
  • Resilient and solutions-oriented, able to navigate complex challenges and drive change
  • Passionate about building a culture of continuous improvement and operational excellence


Why join SMI?

SMI is an employee-focused company with a strong family-run history. We understand that our massive success is all thanks to our staff who demonstrate our values in everything they do. We put our staff at the forefront of our business, giving them autonomy and recognition to create meaningful and lasting careers in a fun and progressive environment.

By joining SMI, you will receive:

  • A salary of £28,000 per annum
  • Entry into our Growth by Sharing bonus scheme following probation
  • 25 days annual leave plus bank holidays, increasing after 3 years of service
  • Perks and wellbeing activities including our Values Champion Nomination Scheme, EAP scheme, and regular company events
  • 1 day WFH each week
  • Friday 4pm finish

How do I apply?

To become an Order Fulfilment Specialist with SMI simply hit "Apply Now" and send us your CV. If you have any questions about the role, please feel free to get in touch with the Team at



SMI are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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