DUTIES AND RESPONSIBILITIES
Order Fulfillment Function Build-Out
Define and implement the full Order to Cash (O2C) process flow from scratch, establishing operating procedures, workflows, and governance structures
Set up and formalize the internal approval cycle, ensuring seamless integration with Sales, Demand & Supply Planning, and Finance departments
Define and implement KPIs for the Order Fulfillment function, establishing performance baselines and continuous improvement frameworks
Lead the transition to a new third-party warehousing service provider, ensuring operational continuity and effective onboarding of new processes
Position the Order Fulfillment function as a centre of excellence within the organization's supply chain, aligned with FMCG best practices
Order Management & Customer Liaison
Manage a high volume orders
Serve as the primary operational point of contact for customers on order status, proactively communicating updates, delays, and resolutions
Ensure all orders are fulfilled accurately and delivered On-Time, In-Full (OTIF) within agreed Service Level Agreements (SLAs)
Manage returns and quality issues, coordinating resolution across internal teams and external partners
Ensure credit approvals do not create bottlenecks in fulfillment, working proactively with Finance to maintain order flow
Cross-Functional Coordination
Work closely with the Sales team to align order priorities with customer commitments and commercial objectives
Coordinate with Demand & Supply Planning to ensure orders are aligned with demand forecasts and available supply
Collaborate with Operations to ensure accurate order processing, proper staging, and on-time dispatch
Facilitate smooth communication between all relevant internal and external stakeholders to enhance overall service levels
Track dispatch and proof of delivery with third-party warehousing partners, ensuring documentation integrity
Order Documentation & Compliance
Oversee order entry, validation, and processing to ensure accuracy at every stage of the fulfillment cycle
Ensure comprehensive documentation of orders, deliveries, and invoicing in compliance with company standards
Collaborate with Sales and Finance for timely and accurate invoicing, minimizing revenue leakage
Manage export order documentation, ensuring compliance with Incoterms, Letters of Credit (LC) requirements, and freight forwarding protocols
Maintain accurate records within the ERP system (Oracle/SAP), ensuring data integrity across all transactions
Team Management & Development
Lead, mentor, and develop a team of Order Fulfillment specialists covering both local and export operations
Monitor team performance through regular reviews, ensuring workload is effectively distributed and SLAs are consistently met
Foster a culture of accountability, accuracy, and customer-centricity within the Order Fulfillment team
Provide structured coaching and on-the-job development to build team capabilities in order management, documentation, and stakeholder communication
Process Optimization & Performance Reporting
Track and report on OTIF, order accuracy, and fulfillment KPIs, providing regular performance insights to the Head of Supply Chain
Identify process gaps and bottlenecks, implementing improvements to enhance delivery reliability and operational efficiency
Develop comprehensive order fulfillment activity reports highlighting performance trends, challenges, and improvement opportunities
Leverage ERP system data and analytics to drive evidence-based decisions and continuous improvement
KEY COMPETENCIES
Order to Cash Process Design & Implementation
Customer Service Excellence & Stakeholder Communication
Cross-Functional Collaboration (Sales, Finance, Operations, Planning)
Export & Trade Documentation (Incoterms, LCs, Freight Forwarding)
ERP Systems Proficiency (Oracle / SAP)
Team Leadership & People Development
Analytical Thinking & KPI Management
Process Optimization & Continuous Improvement
Requirements
Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or a related field
Minimum 5+ years of progressive experience in Order to Cash, Customer Service, or Supply Chain Operations. FMCG background is mandatory
Demonstrated experience in a greenfield or startup environment, with a proven ability to build processes and functions from scratch without heavy guidance
Strong knowledge of Incoterms, Letters of Credit (LCs), and freight forwarding protocols for export order management
Proficiency in ERP systems, Oracle or SAP experience strongly preferred
Must demonstrate excellent project management skills.
Proven track record of managing high-volume order environments with a focus on OTIF, accuracy, and SLA compliance
Excellent communication, analytical, and problem-solving skills with a structured, self-directed working style
Experience coordinating with third-party warehouses and logistics partners