At Stratostaff, we design, implement, and manage workforce solutions for large, specialized, or routine staff complements, allowing you to focus on your core business. We are currently seeking an Order Fulfillment Manager to lead the establishment and management of our order-to-cash processes.
Role Overview
This position is pivotal in building the fulfillment function from the ground up, ensuring operational excellence within the supply chain, specifically aligned with FMCG best practices. The successful candidate will manage the transition to new providers, define workflows, and establish KPIs to position the function as a center of excellence.
Key Responsibilities
Function Build-Out
- Define and implement the full Order to Cash (O2C) process flow, establishing operating procedures, workflows, and governance structures.
- Formalize internal approval cycles, ensuring seamless integration with Sales, Demand & Supply Planning, and Finance.
- Define and implement KPIs for the Order Fulfillment function to establish performance baselines and continuous improvement frameworks.
- Lead transitions to third-party warehousing service providers, ensuring operational continuity.
Order Management & Customer Liaison
- Manage high-volume orders and serve as the primary operational contact for customers regarding order status.
- Ensure accurate and timely fulfillment (OTIF) within agreed Service Level Agreements (SLAs).
- Coordinate resolution for returns and quality issues across internal teams and external partners.
- Manage credit approvals with Finance to prevent fulfillment bottlenecks.
Cross-Functional Coordination
- Align order priorities with Sales and customer commitments.
- Coordinate with Demand & Supply Planning to match orders with demand forecasts and supply availability.
- Ensure accurate order processing, staging, and dispatch in collaboration with Operations.
- Track dispatch and proof of delivery (POD) with third-party warehousing partners.
Order Documentation & Compliance
- Oversee order entry, validation, and processing for accuracy throughout the cycle.
- Manage comprehensive documentation for orders, deliveries, and invoicing.
- Handle export order documentation, ensuring compliance with Incoterms, Letters of Credit (LC), and freight forwarding protocols.
- Maintain data integrity within ERP systems (Oracle/SAP).
Team Management & Development
- Lead, mentor, and develop a team of Order Fulfillment specialists for local and export operations.
- Monitor performance and ensure workload is effectively distributed.
- Foster a culture of accountability and customer-centricity.
Requirements
- Education: Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or a related field.
- Experience: Minimum 10+ years of progressive leadership experience in Order to Cash, Customer Service, or Supply Chain Operations.
- Industry: FMCG background is mandatory.
- Environment: Experience in a greenfield or startup environment is required, with the ability to build functions from scratch.
- Technical Skills: Strong knowledge of Incoterms, Letters of Credit (LCs), and freight forwarding. Proficiency in Oracle or SAP is strongly preferred.
- Soft Skills: Excellent project management, communication, analytical, and problem-solving skills.
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