Order Management & Customer Operations Specialist

Industry: FMCG - Multinational Company

Location: New Cairo, Egypt

Working Days: 5 days per week

Days Off: 2 days off per week, with weekends variable based on workload

Experience: 2+ years

A leading multinational FMCG company is looking for an Order Management & Customer Operations Specialist to join its team. The role will be responsible for managing customer orders, coordinating with internal and external stakeholders, resolving order and delivery issues, and supporting performance analysis and continuous improvement initiatives.

Key Responsibilities

Order Management

• Receive and manage customer purchase orders.
• Perform truck sizing and ensure appropriate order planning.
• Validate and correct orders and coordinate with the relevant Order Management team for order entry.
• Handle emergency and urgent orders.
• Provide customers and Sales teams with accurate order status updates.
• Manage issues related to stock availability by coordinating with Planning, Logistics, Supply Planning, and other relevant teams.
• Communicate final order changes internally and externally.
• Follow up on delivery incidents and ensure timely resolution.
• Manage customer returns and refusals in coordination with the relevant teams.
• Handle customer price claims and related issues.

Customer & Stakeholder Management

• Act as a key point of contact for customer order-related matters.
• Coordinate effectively with Sales, Supply Planning, Logistics, Operations, and other internal stakeholders.
• Ensure clear and timely communication of order changes, issues, and resolutions.
• Support customer-related projects and initiatives in coordination with Sales Logistics and Customer Operations teams.
• Build a strong understanding of customer order patterns and requirements.

Reporting & Performance Management

• Monitor and analyze order management and customer service KPIs.
• Assign appropriate reason codes to support accurate root-cause analysis.
• Own relevant CSO results and performance scorecards.
• Conduct cut-report/cockpit analysis and identify root causes of performance gaps.
• Analyze monthly operational data and recommend improvement actions.
• Develop and maintain Power BI dashboards and reports to support business insights and decision-making.

Continuous Improvement

• Identify opportunities to improve order management and customer service processes.
• Recommend corrective and preventive actions based on data analysis.
• Support internal and external customer-related projects and process improvement initiatives.

Requirements

• Bachelor's degree in Business Administration, Supply Chain, Logistics, or a related field.
• 2+ years of experience in Order Management, Customer Operations, Supply Chain, or a similar role.
• Experience in the FMCG industry is highly preferred.
• Very good English communication skills, both written and verbal.
• Strong stakeholder management, follow-up, and problem-solving skills.
• Strong Microsoft Excel skills; experience with Power Query is an advantage.
• Ability to analyze data and develop Power BI dashboards and reports.
• SAP/ERP experience is an advantage.
• Strong attention to detail and ownership mindset.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong analytical and communication skills.