Fulfilment Administrator (12 month contract)

Job Description

The Fulfilment Administrator is accountable for ensuring the effective operational support of pharmacy and clinic partners across the network, ensuring timely resolution of order related issues, maintaining safety stock levels, providing project support, and assisting with fulfilment-related tasks as needed. The role is responsible for collaborating across departments, identifying improvement opportunities and proposing effective solutions.

Key Responsibilities:

Pharmacy Partner Support

• Assist in onboarding new pharmacy partners by facilitating account setup, system access, carrier setups.  
• Respond to pharmacy enquiries and provide ongoing support.
• Investigate and resolve order related issues, allocation discrepancies, stock concerns.
• Coordinate pharmacy offboarding activities, ensuring systems, access, and operational processes are appropriately updated.

Order Management

• Investigate orders that are delayed or impacted by operational issues.
• Address and resolve issues preventing orders from being dispensed and dispatched.
• Respond to pharmacy, clinics and CX inquiries within the defined service level agreement (SLA).
• Monitor and respond to order-related inquiries in a timely and professional manner.
• Collaborate with cross-functional teams to resolve order issues and pharmacy partners inquiries.

Inventory Control

• Monitor inventory levels to ensure product availability.
• Work closely with warehouses, carriers, and pharmacy partners for efficient stock management.
• Coordinate pharmacy inventory reconciliation and discrepancy investigation processes.
• Coordinate and manage the end-to-end process of consumables orders, ensuring timely delivery and efficient stock levels.

Operational Efficiency

• Provide support for projects and continuous improvement processes.
• Identify and implement process improvements to enhance efficiency and accuracy.
• Develop and maintain process documentation.
• Assist with fulfilment related tasks as and when they arise.

Reporting and Documentation

• Generate regular reports on key performance indicators (KPIs), including inventory levels, order accuracy,, and operational metrics.
• Coordinate access for pharmacies to necessary systems and resources.
• Conduct regular audits to verify the accuracy of pharmacy inventory stocktake.
• Create and maintain SOP and Guru cards, ensuring up-to-date and accessible documentation for all team members. 

Problem Solving

• Address any operational issues, discrepancies, or customer complaints in a timely and effective manner.
• Analyse root causes of problems and implement corrective actions to prevent reoccurrence.

Qualifications

• Prior experience in a community pharmacy, dispensary, or pharmacy support environment.
• Dispense Technician qualification or equivalent pharmacy dispensing experience preferred.
• Experience supporting customers or healthcare providers in a service-focused environment.
• Strong problem solving and analytical skills with the ability to investigate and resolve operational issues.
• Excellent written and verbal communication skills.
• Detail oriented with strong organisational and time management skills.
• Ability to prioritise competing tasks in a fast paced environment
• Experience working collaboratively with internal and external stakeholders.
• Strong attention to detail, ensuring accuracy while meeting deadlines.
• Collaborative team player, willing to support colleagues and contribute to team success.

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Additional Information

Please note this role is a 12 month fixed term contract

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.