Direct-to-Consumer Order Fulfillment BPE
Philips
Amsterdam, Noord-Holland, Netherlands
1 dag geleden

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation.

Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common.

An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions the kind that make a real difference when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more.

That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

As the Fulfilment Business Process Expert (BPE) within Direct-to-Consumer (D2C), you will be responsible for the design, implementation and continuous improvement of the order fulfilment process within D2C, which starts at order creation, through delivery and including returns & refund management.

Therefore, you will have a direct impact on the consumer experience, satisfaction and brand preference for Philips.

You are a part of

The D2C Supply, Operations & Fulfilment Tribe, as well as work closely with colleagues from the wider D2C organization, the Integrated Supply Chain Organization (ISC), across the Market and Businesses.

Key responsibilities

Act as the subject matter expert for order fulfillment process for D2C, driving standardization, optimization of process steps and ensuring proper documentation

Be the go-to person and sparring partner for IT operations, tech leads, product owners, SAP business analysts, markets, DMEC and ISC / IWD organization for the D2C order fulfillment domain.

Ensure End2End alignment of dependencies within the supply chain domain and with adjacent domains like e-commerce platform development, consumer care, IT operations, warehousing & distribution and other relevant functions

Participate in UAT / testing of new developments in Hybris / SAP that impact the D2C order fulfillment

Lead projects for reducing the lead time for delivery E2E, from order creation in Hybris until successful delivery to consumers, as well as to reduce the returns processing & refund lead time for our consumers

Be the Supply chain knowledge expert for deployments of new country shops and new business models (, subscriptions)

Drive the digitalization of reporting capabilities in the cross-component order fulfillment domain, within the Qliksense environment, for daily management purposes

Motivate and (informally) lead a multidisciplinary order management team.

Experience / skills :

Customer-first mentality (always prioritizing the consumer experience)

Expert knowledge of order fulfillment process for eCommerce and related systems and tools (, Hybris etc.)

Experience with leading / building teams and coaching them to succeed

Experience with setting up and driving successful projects to a closure

Experience with daily management concepts and reporting

Problem-solving mindset and skills, in order to arrive at the root-cause of order fulfillment defects and implement timely preventive and corrective actions

Resilience to a fast-paced and pressured environment

High-quality standards, excellent time management and organizational skills

Communication skills in order to actively engage all relevant stakeholders and ensure end-to-end process management

KPIs

Touchless orders / Perfect orders

Perfect returns & refunds

Delivery lead time

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

How we work at Philips

Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers.

We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways :

We believe in the importance of impactful collaboration : There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility : Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.

We want to be at our best : The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions.

Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

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