Sr Executive-Customer Experience

JOB PURPOSE

To support the supervisor in ensuring the smooth and efficient functioning of warehouse, inventory, and fulfillment operations while maintaining high service standards, process compliance, and operational accuracy.

KEY ACCOUNTABILITIES

• Manage inward and outward inventory movements of books and journals accurately and on time.

• Ensure timely submission of indents to affiliates and production teams with appropriate approvals and documentation. Share deviation reports with affiliates and production teams as required.

• Process sales and approval returns efficiently and share relevant reports within stipulated timelines.

• Ensure timely dispatch of inventory to customers and proactively track deliveries to closure.

• Support book order processing activities and ensure order fulfillment within agreed timelines.

• Ensure smooth execution of warehouse operations and related processes.

• Submit weekly and monthly work plans to the reporting manager and independently execute assigned tasks.

• Provide backup support to team members as required to ensure business continuity.

• Maintain clear, concise, and professional verbal and written communication.

• Prepare and maintain operational reports and MIS; demonstrate proficiency in Microsoft Excel.

• Contribute constructive ideas and feedback to improve operational efficiency and team performance.

• Ensure strict adherence to all operational processes and Internal Financial Control Requirements (IFCR).

• Promote and uphold Sage Values and Code of Conduct, escalating any concerns or non-compliance to the manager.

• Liaise with Sales, Finance, and Customer Services teams regarding the implementation, interpretation, and adoption of Sage policies.

• Review service level agreements (SLAs) periodically and identify opportunities for process optimization.

• Engage with business partners, sales teams, and cross-functional stakeholders to review and act upon feedback.

• Conduct weekly and monthly review meetings with the reporting manager and proactively escalate issues impacting service delivery.

• Undertake additional responsibilities and projects assigned by management from time to time.

• Maintain a "Zero Error" approach to all assigned tasks and stakeholder interactions.

• Promote discipline, professionalism, and compliance within the team and organization.

FUTURE DEVELOPMENT RESPONSIBILITIES

• Support vendor management activities relating to freight, packing, warehousing, and fulfillment.

• Assist the Line Manager in managing day-to-day operations with warehouse and fulfillment vendors.

• Maintain and update MIS related to domestic and international freight costs and share reports as required.

• Support timely contract renewals and vendor governance activities for freight, warehouse, and fulfillment partners.

SKILLS, QUALIFICATIONS & EXPERIENCE

Essential Skills

• Advanced Microsoft Excel skills.

• Strong written and verbal communication skills.

• Good vocabulary and professional business communication.

• Excellent organizational, time management, and multitasking abilities.

• High levels of punctuality, accountability, flexibility, and attention to detail.

Qualifications

• Bachelor's degree in any discipline.

Experience

• 3 to 5 years of experience in warehouse operations, inventory management, fulfillment, logistics, or a related operational function.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.