Order Fulfillment Manager

About the role

A leading energy-sector company with operations across East Africa, which distributes and markets petroleum products and specialties, is building a new Order Fulfillment (Order to Cash) division from scratch, carved out of its existing Operations team. The Order Fulfillment Manager will own the function end-to-end, define processes, build the team and drive execution from day one. The role is based in Nairobi and reports to the Head of Supply Chain.

Key responsibilities

• Define and implement the full Order to Cash process, including approval cycles, KPIs and a centre of excellence aligned with FMCG best practice
• Lead the transition to a new third-party warehousing partner in mid-2026
• Manage a high volume of orders, act as the main point of contact for customers and deliver orders on time, in full within SLAs
• Handle returns and quality issues, and work with Finance so credit approvals do not block fulfillment
• Coordinate with Sales, Demand & Supply Planning and Operations, and track dispatch and proof of delivery with the warehouse partner
• Oversee order entry, documentation, invoicing and export compliance (Incoterms, LCs, freight forwarding), keeping ERP records accurate
• Lead, coach and develop a team of Order Fulfillment specialists, covering local and export operations
• Track OTIF, order accuracy and other KPIs, identify bottlenecks and run performance reports

Required profile

• 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, building processes from scratch
• Strong project management skills and experience with third-party warehouses and logistics partners

Required skills

• Order to Cash process design and implementation
• Export trade documentation (Incoterms, LCs, freight forwarding)
• ERP proficiency (Oracle / SAP); strong preference for SAP experience
• KPI management, process optimization and continuous improvement