Customer Fulfilment Specialist

Overview

About The Job

Job Purpose

Customer Fulfilment & Operations

• Manage the full Order-to-Serve process, ensuring accurate and timely order execution.
• Coordinate with 3PL and logistics partners for warehousing, distribution, and shipment tracking.
• Ensure high service levels (e.g., OTIF, fill rate) and resolve operational issues proactively.

Customer Care & Claims

• Handle customer inquiries, complaints, returns, and claims with proper documentation and resolution.
• Ensure compliance with regulations for returns and product destruction.

3PL & Logistics Management

• Monitor 3PL performance, including inbound/outbound flows, invoicing, and KPIs.
• Lead regular performance reviews and implement improvement actions.
• Ensure accuracy of stock, reporting, and reconciliation with partners.

Import & Compliance

• Oversee import operations, ensuring timely customs clearance and proper documentation.
• Maintain compliance with local regulatory requirements (e.g., SFDA reporting, track & trace).

Performance & Reporting

• Track and report key KPIs (OTIF, fill rate, costs, inventory, etc.).
• Conduct root cause analysis and implement corrective/preventive actions (CAPA).
• Manage SISO reconciliation and reporting.

Cost Optimization & Process Improvement

• Identify opportunities to optimize logistics and distribution costs.
• Lead or support continuous improvement initiatives aligned with regional best practices.

Stakeholder Management

• Collaborate cross-functionally with Sales, Supply Chain, Finance, Quality, and external partners.
• Maintain strong communication with customers to improve satisfaction and service levels.

Education

• Bachelor’s degree in Business Administration, Engineering, Supply Chain, or related field.

Experience

• 2–3 years in customer fulfilment, logistics, or distribution (FMCG or pharmaceutical preferred).
• Experience working with 3PL providers and managing customer operations.
• Prior team management experience is a plus.

Skills

• Strong communication, problem-solving, and stakeholder management skills.
• Analytical mindset with ability to track KPIs and drive improvements.
• SAP and MS Office proficiency.

Languages

• English: Fluent
• Arabic: Fluent
• **WHY US?** At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity.
• This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.
• **We Are Challengers.** We Are Dedicated To Making Self-care As Simple As It Should Be.
• That Starts With Our Culture.
• We Are Challengers By Nature, And This Is How We Do Things
• **All In Together** : We keep each other honest and have each other's backs.
• **Courageous** : We break boundaries and take thoughtful risks with creativity.
• **Outcome-Obsessed:** We are personally accountable, driving sustainable impact and results with integrity.
• **Radically Simple:** We strive to make things simple for us and simple for consumers, as it should be.