Customer Fulfillment Manager

Purpose of the position:

Responsible for ensuring high customer service levels by driving customer fill rate, order fulfillment, and timely resolution of supply issues. Acts as the key link between Customers, Sales, Marketing, and Supply Chain/Operations.

Key Responsibilities:

·        Drive and monitor Customer Fill Rate, OTIF, and Order Fulfillment performance.

·        Coordinate closely with Sales and Marketing on customer orders, promotions, demand changes, and supply requirements.

·        Monitor inventory and supply availability to ensure customer orders are fulfilled on time and in full.

·        Identify and resolve order shortages, backorders, allocation issues, and other fulfillment concerns.

·        Coordinate with Demand Planning, Production, Warehouse, and Logistics to address supply constraints and prioritize customer requirements.

·        Provide regular visibility to Sales and Management on fill rate, supply risks, and fulfillment issues.

·        Analyze fulfillment gaps, identify root causes, and implement corrective actions to improve service levels.

Lead initiatives to improve the order-to-delivery process and overall customer experience.

Qualifications, knowledge, skills required:

·        Bachelor’s degree in Supply Chain, Business, Logistics, Industrial Engineering, or related field.

·        7–10 years of relevant Supply Chain/FMCG experience, with managerial experience.

·        Strong experience in customer fulfillment, inventory, demand planning, and order management.

·        Strong analytical, communication, coordination, and problem-solving skills.

Customer-oriented with the ability to work effectively across Sales, Marketing, and Operations.