Job Description

Position Summary

The Order Fulfilment Manager is responsible for overseeing the end-to-end order fulfilment process, ensuring customer orders are processed accurately, efficiently and delivered within the required timeline. The role works closely with Sales, Procurement, Warehouse, Logistics, Finance and other relevant departments to maintain smooth order flow, optimise operational performance and achieve high customer satisfaction.

Key Responsibilities

• Manage and oversee the complete order fulfilment cycle, from order receipt and processing through delivery and closure.
• Monitor customer orders, stock availability, delivery schedules and order status to ensure timely fulfilment.
• Coordinate closely with Sales, Procurement, Warehouse, Logistics and Finance teams to resolve order-related issues.
• Review and improve order processing procedures, workflows and service levels to enhance operational efficiency.
• Monitor order accuracy, fulfilment lead time, on-time delivery and other relevant operational KPIs.
• Identify potential delays, shortages or fulfilment risks and take proactive action to minimise customer impact.
• Manage escalated customer and internal order issues, ensuring timely communication and effective resolution.
• Coordinate with suppliers, warehouse and logistics partners to ensure products are available and delivered according to requirements.
• Ensure proper documentation, system updates and accurate order records throughout the fulfilment process.
• Prepare and analyse operational reports, including order status, backlog, delivery performance and fulfilment KPIs.
• Lead, coach and manage the order fulfilment team to achieve departmental objectives and maintain high service standards.
• Support management in developing and implementing process improvements, SOPs and operational strategies.

Job Requirements

Requirements

• Diploma or Bachelor's Degree in Supply Chain Management, Logistics, Business Administration or a related discipline.
• Minimum 5 years of relevant experience in order fulfilment, order management, supply chain, logistics or operations, with managerial or supervisory experience preferred.
• Strong understanding of end-to-end order fulfilment and supply chain processes.
• Experience working with ERP, order management or inventory management systems.
• Strong analytical, problem-solving and organisational skills with excellent attention to detail.
• Good communication and interpersonal skills, with the ability to coordinate effectively across multiple departments.
• Ability to work independently, prioritise multiple tasks and perform effectively in a fast-paced environment.
• Strong leadership skills with the ability to motivate and develop team members.
• Proficiency in Microsoft Office, particularly Excel; experience with data analysis and reporting is an advantage.
• Experience in sanitaryware, construction, retail or project-based business is an added advantage.

Key Competencies

• Order & Process Management
• Supply Chain & Inventory Coordination
• Team Leadership
• Problem Solving & Decision Making
• Stakeholder Management
• Data Analysis & Reporting
• Customer Service Orientation
• Process Improvement

Working Relationships

Candidate will work closely with Sales, Procurement, Warehouse, Logistics, Finance, Customer Service and other internal stakeholders, as well as external suppliers and logistics partners.

Skills