Customer Fulfilment Specialist

About the role

As a Customer Fulfilment Specialist you will ensure end‑to‑end order fulfilment and distribution operations run smoothly. You will collaborate with third‑party logistics providers, transport partners and internal teams to deliver products on time, in full and to the required quality standards.

Key responsibilities

• Manage the full Order‑to‑Serve process, from order receipt to delivery, ensuring accuracy and timeliness.
• Coordinate with 3PL and logistics partners for warehousing, shipment tracking and distribution.
• Monitor and improve service metrics such as OTIF and fill rate, and resolve operational issues.
• Handle customer inquiries, complaints, returns and claims, ensuring proper documentation and compliance.
• Oversee import operations, customs clearance and regulatory reporting (e.g., SFDA, track & trace).
• Track key performance indicators, conduct root‑cause analysis and implement corrective actions (CAPA).
• Identify cost‑optimization opportunities and lead continuous‑improvement projects.
• Collaborate with Sales, Supply Chain, Finance, Quality and external partners.

Required profile

• Strong understanding of order fulfilment, logistics and 3PL management.
• Experience handling customer care, returns and regulatory compliance.
• Analytical mindset with ability to monitor KPIs and drive process improvements.
• Excellent communication and stakeholder‑management skills.

Required skills

• Knowledge of OTIF, fill rate and other logistics performance metrics.
• Familiarity with import procedures, customs clearance and regulatory reporting.
• Experience with KPI tracking, root‑cause analysis and CAPA implementation.