At Stratostaff, we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business. As an Order Fulfillment Manager, you will be responsible for building out the order fulfillment function, managing the full Order to Cash (O2C) process, and leading a team to ensure excellence in service delivery within the FMCG sector.
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 of 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.
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.
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