At Stratostaff, we are seeking an Order Fulfillment Manager to lead the development and management of our order fulfillment functions. This is a critical role aimed at building a centre of excellence within the organization’s supply chain, particularly in a greenfield or startup environment. The successful candidate will define and implement the full Order to Cash (O2C) process flow from scratch, ensuring high-volume orders are fulfilled accurately and delivered On-Time, In-Full (OTIF) within agreed Service Level Agreements (SLAs).
Responsibilities
Order Fulfillment Function Build-Out
- Define and implement the full Order to Cash (O2C) process flow, 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 high-volume orders and serve as the primary operational point of contact for customers on order status.
- Proactively communicate updates, delays, and resolutions regarding order status.
- Ensure all orders are fulfilled accurately and delivered On-Time, In-Full (OTIF) within agreed 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 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.
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 and challenges.
- 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 10+ years of progressive leadership experience in Order to Cash, Customer Service, or Supply Chain Operations.
- Mandatory FMCG background.
- Demonstrated experience in a greenfield or startup environment, with a proven ability to build processes 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 is strongly preferred.
- Excellent project management, communication, and analytical skills.
- Proven track record of managing high-volume order environments with a focus on OTIF, accuracy, and SLA compliance.
How to Apply
Interested and qualified candidates should apply online through the recruitment portal at https://www.myjobmag.co.ke/apply-now/1212946. This will redirect you to the official Stratostaff jobs portal.
