Order Processing Manager

Job Code: 001/001/559 Industry: FMCG

We are seeking an experienced Order Processing Manager to lead and manage the order processing function for an established FMCG business with international export operations. The role serves as the key point of contact between the organization and its clients for export order processing and fulfilment and holds full departmental accountability for order management across global export markets. The Order Processing Manager will ensure accurate, timely, and compliant processing from order entry and export documentation through to fulfilment, shipment, invoicing, on-time delivery, order confirmation, and shipping-document issuance.

The role reports directly to the General Manager and requires strong leadership experience combined with extensive knowledge of order processing, export operations, supply chain, shipping, and logistics.

• Oversee end-to-end order processing activities, from order entry and export documentation to fulfilment, shipment, and invoicing.
• Set, monitor, and enforce departmental SLAs and service levels across all order queues and export markets.
• Take ownership of escalated order discrepancies, shipment delays, and system issues, coordinating resolution across internal teams and freight partners.
• Ensure full compliance with company policies, pricing guidelines, contractual terms, and international export/trade regulations.

• Lead, develop, and manage the Order Processing Department, including recruitment, training, coaching, performance management, and succession planning.
• Structure customer/market allocation and departmental resourcing to meet operational and export demands.
• Set departmental objectives and KPIs and conduct regular team meetings to communicate strategy, targets, and process changes.
• Organize and lead the team to achieve the department's objectives.
• Participate in management meetings on behalf of the Order Processing team.

• Act as the point of escalation for complex order issues from customers, Sales teams, and Logistics.
• Communicate with clients regarding stocks, pricing, and order-related matters.
• Collaborate with Sales, Finance, Supply Chain, and Warehouse teams to ensure smooth order flow.
• Maintain strong relationships with key internal and external stakeholders.
• Arrange meetings with customers to review order-related concerns.

• Identify gaps in order processing workflows and recommend improvements.
• Support automation initiatives and system enhancements.
• Analyse KPIs such as order accuracy, processing time, backlog, and customer satisfaction.

• Handle internal and external audits.
• Comply with NCRs and recommendations arising from audits, including creating SOPs, Work Instructions (WI), Guidelines (GL), and Forms where necessary for the process.
• Maintain compliance and knowledge relating to QMS ISO 9001:2015, FSSC 22000 V6, EMS ISO 14001, ISO 45001:2018, FSMA Registration, HACCP Certification, HALAL, KOSHER, SMETA, and other external bodies.

• Organize and prepare the yearly customer survey report and present it to management.
• Handle charity-related shipments and maintain records for accounting purposes.
• Handle new customers' order processing tasks before assigning them to Order Processing staff.
• Arrange quarterly meetings with relevant department heads to discuss Order Processing sales/marketing-related concerns.
• Accurately check and prepare original shipping documents for courier dispatch to customers.
• Arrange sample courier shipments as requested by customers or Key Account Managers.
• Create new variant codes and new item cards in the system and provide variant…