Order to Cash Manager

Reports to: Head of Supply Chain

Location: HQ - Nairobi

Role Purpose

The Order to Cash Manager is responsible for ensuring timely and accurate order fulfillment while acting as the primary customer focal point for any operational matters related to order status. The role interacts closely with Sales Demand & Supply Planning (D&S) and Operations to ensure smooth order execution high service levels and On-Time In-Full (OTIF) delivery.

1. Order Fulfilment & Customer Liaison

• Ensure all customer orders are fulfilled accurately and delivered OTIF.
• Serve as the primary point of contact for customers regarding operational matters and order status.
• Proactively communicate updates delays or issues to internal stakeholders and customers.
• Collaborate with Sales Operations and D&S Planning to resolve order fulfillment challenges.

2. Cross-Functional Coordination

• Work with Sales to align orders with customer priorities and commitments.
• Coordinate with D&S Planning to align orders with demand forecasts and supply availability.
• Collaborate with Operations to ensure orders are accurately processed properly staged and dispatched on time.
• Facilitate smooth communication between all relevant stakeholders to enhance service levels.

3. Order Management & Documentation

• Oversee order entry validation and processing to ensure accuracy.
• Ensure proper documentation of orders deliveries and invoicing.
• Collaborate with Sales & Finance for timely and accurate invoicing.

4. Process Optimization & Reporting

• Track OTIF order accuracy and fulfillment KPIs.
• Identify process gaps and implement improvements to enhance delivery reliability.

5. Team Management

• Lead and coach the O2C team to ensure smooth execution of order fulfillment.
• Monitor team performance and ensure workload is effectively distributed.

• Bachelors degree in Supply Chain Business Administration or related field.
• 5 years of experience in Order to Cash Customer Service or Supply Chain operations in the FMCG sector.
• Strong understanding of order fulfillment invoicing and cross-functional coordination.
• Experience with ERP systems (SAP Oracle or similar).
• Proven experience with ERP system integration and coordination with third-party warehouses.
• Excellent communication analytical and problem-solving skills.

• Strong operational focus and delivery orientation.
• Customer-centric mindset.
• Attention to detail and process discipline.
• Ability to collaborate effectively across Sales D&S Planning and Operations.
• Proactive and solution-oriented approach.

• OTIF (On-Time In-Full) delivery rate.
• Order processing and invoice accuracy.
• Timeliness of order fulfillment and documentation.
• Customer satisfaction related to order execution.
• Process efficiency and continuous improvement initiatives.