Order Fulfillment Manager

Order Fulfillment Manager

Reports to: Head of Supply Chain Location: Nairobi, Kenya

PROFILE INTRODUCTION

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.

DUTIES AND RESPONSIBILITIES

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 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

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

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 10+ years of progressive leadership 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 is 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