Order Fulfilment Lead

Our Customer Experience Team is growing and we're seeking a new Order Fulfilment Lead. This is a full-time, permanent position based at our modern Petersfield head office.

**What will I be doing?**
- Taking end-to-end ownership of the order fulfilment process, ensuring every order line is dispatched on time.
- Monitoring daily performance against OTIF targets, identifying and addressing issues impacting on-time dispatch.
- Establishing and managing clear KPIs and metrics to drive accountability and continuous improvement.
- Proactively investigating and route causing any late dispatches, implementing corrective and preventative actions to avoid recurrence.
- Leading the Order Processing team to ensure customer orders are processed accurately and efficiently from the moment they are received.
- Reducing order queries and unresolved issues by establishing clear ownership, prioritisation, and escalation pathways.
- Working closely with the Customer Experience team to ensure customers are proactively updated on their orders, particularly where delays occur.
- Building structured communication processes that keep customers informed and confident in our service.
- Championing 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, building a comprehensive database of failure reasons.
- 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.
- Acting as the central point of accountability for OTIF performance across departments.
- Leading regular performance reviews, sharing insights and driving action plans to improve fulfilment performance.

**What do I need?**

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 build processes and implement structured performance management.
- Excellent stakeholder management and communication skills, with experience influencing across functions.
- Experience leading a team, with a focus on accountability and continuous improvement.
- Familiarity with ERP / order management systems and reporting tools.

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:

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