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 fulfilment 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.

Key Responsibilities

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 fulfilment 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 fulfilment 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 fulfilment.

• Monitor team performance and ensure workload is effectively distributed.

Requirements

Qualifications & Experience

• Bachelor’s 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 fulfilment, 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.

Key Competencies

• 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.

KPIs / Success Metrics

• OTIF (On-Time, In-Full) delivery rate.

• Order processing and invoice accuracy.

• Timeliness of order fulfilment and documentation.

• Customer satisfaction related to order execution.

• Process efficiency and continuous improvement initiatives.