Order Fulfillment Manager

Our
client is a leading energy sector company with robust operations across East
Africa, engaged in the distribution and marketing of petroleum products and
specialties. As part of a strategic transformation of its supply chain
function, the company is building a brand -new Order Fulfillment (Order to Cash) division from scratch, carved out of the existing Operations team to operate as
a dedicated function.

The
new Order Fulfillment Manager will own this function end -to -end, defining
processes, building the team, and driving execution from day one. This is a
greenfield opportunity for a structured, FMCG -trained leader who thrives in
startup environments and is energized by building something from the ground up.
The successful candidate will be joining at a critical moment, as the company
transitions to a new third -party warehousing partner in mid -2026 a process the
new hire will be expected to help manage.

1.
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
  

2.
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
  

3.
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
  

4.
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
  

5.
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
  

6.
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
  

• 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