Order Fulfillment Manager

We are seeking a highly strategic and operationally driven Order Fulfillment Manager to join a leading player in the Energy and FMCG sector. The successful candidate will oversee the end-to-end Order-to-Cash (O2C) process, ensuring seamless order execution, high customer satisfaction, and strong cross-functional coordination across the supply chain.

This role is ideal for a results-oriented professional with deep experience in supply chain operations, customer order management, and process optimization within fast-paced FMCG environments.

Position Details

• Job Title: Order Fulfillment Manager
• Location: Nairobi Headquarters
• Employment Type: Full-Time
• Reporting To: Head of Supply Chain
• Salary: KES 350,000 Gross

Role Overview

The Order Fulfillment Manager will serve as the primary focal point for customer order management, ensuring a smooth and efficient process from order placement through to final delivery. The role requires close coordination between Sales, Planning, Warehousing, Logistics, and Operations teams to maintain exceptional service levels and achieve On-Time In-Full (OTIF) delivery targets.

Key Responsibilities

Order Execution

• Ensure all customer orders are processed accurately and fulfilled within agreed timelines.
• Drive On-Time and In-Full (OTIF) performance across all customer deliveries.
• Monitor order status and proactively resolve fulfillment challenges to minimize delays and disruptions.

Stakeholder Management

• Coordinate effectively with Sales teams on customer priorities and order requirements.
• Work closely with Demand & Supply Planning teams to align order fulfillment with forecasts and inventory availability.
• Liaise with Operations, Warehousing, and Logistics teams to ensure timely dispatch and delivery execution.

Process Integrity & Controls

• Oversee order entry, validation, and processing to ensure data accuracy and operational efficiency.
• Ensure all fulfillment documentation supports accurate and timely invoicing.
• Maintain compliance with internal controls, company policies, and customer service standards.

Performance Monitoring & Reporting

• Track and analyze key performance indicators (KPIs), including:
  • OTIF performance
  • Fulfillment accuracy
  • Delivery reliability
  • Order cycle times
  • Customer service levels
• Generate operational reports and recommend process improvements to enhance efficiency and service quality.

Team Leadership

• Lead, coach, and mentor the Order-to-Cash (O2C) team to ensure high performance and continuous professional development.
• Manage team workload allocation and operational productivity.
• Foster a culture of accountability, collaboration, and continuous improvement.

Qualifications & Experience

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or a related field.
• Minimum of 5 years’ experience in Order-to-Cash (O2C), Customer Service, Supply Chain, or Fulfillment Operations within the FMCG sector.
• Strong experience using ERP systems such as SAP, Oracle, or similar platforms.
• Experience coordinating with third-party logistics (3PL) providers and warehouse operations.
• Strong analytical and problem-solving capabilities with a focus on process optimization.
• Proven ability to manage multiple stakeholders in fast-paced operational environments.

Preferred Competencies

• Strong leadership and people management skills.
• Excellent communication and stakeholder engagement abilities.
• High attention to detail and operational accuracy.
• Ability to work under pressure and meet tight deadlines.
• Strong planning, organizational, and decision-making skills.
• Customer-centric mindset with a commitment to service excellence.

This is an exciting opportunity for a supply chain professional looking to drive operational excellence and contribute to the success of a high-performing organization in the FMCG and energy sector.