Specialist - Customer Fulfillment

Manage end-to-end customer order fulfillment for rigid plastic packaging products by working closely with customers and internal stakeholders including Sales, Production, Planning, Quality, Logistics, and Finance to ensure accurate order processing, timely delivery, and high customer satisfaction in line with company policies, SLAs, and quality standards. Act as the primary link between customers and internal manufacturing teams to ensure seamless order execution, effective issue resolution, and continuous service improvement.

• Manage the complete order-to-delivery lifecycle including order entry, validation, processing, tracking, and fulfillment.
• Ensure timely and accurate booking of customer purchase orders in ERP systems in line with agreed service timelines.
• Monitor order status, production progress, and delivery schedules to ensure on-time fulfillment.
• Coordinate with Production Planning and Logistics team to ensure availability of finished goods and readiness for dispatch.
• Communicate order confirmations, changes, delays, and dispatch details to customers proactively.
• Manage customer requirements related to product specifications, packaging, lead times, and delivery schedules.
• Support export/local shipment documentation where applicable.

• Serve as the primary contact for customers on order status, delivery timelines, product availability, and service requests.
• Maintain strong working relationships with key customers to ensure service excellence and business continuity.
• Respond to customer inquiries, complaints, and service issues within defined SLAs.
• Coordinate cross-functional resolution of customer concerns related to quality, delivery, or documentation.
• Conduct periodic customer satisfaction surveys and maintain customer feedback records.

• Work closely with Sales to capture customer forecasts and demand requirements.
• Coordinate with Production Planning to ensure alignment between customer demand and manufacturing capacity.
• Monitor forecast accuracy and support demand planning activities.
• Assist in managing order prioritization and delivery commitments based on production schedules.

• Coordinate with Quality Assurance to ensure timely issuance of required documentation (e.g., COA, product compliance documents, specifications).
• Support customer complaint investigations and corrective action follow-ups.
• Ensure compliance with company quality, food safety (where applicable), and regulatory standards relevant to packaging manufacturing.
• Maintain full traceability of customer orders, documentation, and records. Ensure that all processes, procedures and activities meet and match those as laid down under company ISO and management procedures.

• Coordinate with Logistics for shipment planning, dispatch schedules, and delivery tracking.
• Ensure accurate dispatch documentation and customer communication.
• Monitor delivery performance and escalates risks affecting customer commitments.

• Maintain accurate customer, order, and service data in ERP systems.
• Generate reports on order fulfillment performance, service levels, and customer complaints.
• Monitor service performance metrics including on-time delivery, order accuracy, complaint resolution timelines, and customer satisfaction levels to ensure service excellence and continuous improvement.

• Ensure adherence and compliance to SOPs, Safety, Quality, Food Safety and Environment requirements as specified in the global QHSE Management System with strict adherence to ISO and local regulatory authority.
• Participate in process improvement initiatives related to customer service and supply chain operations.
• Identify service gaps and recommend process enhancements to improve efficiency and customer experience.
• Stay updated with developments in customer service tools, ERP/CRM systems, and manufacturing service practices.
• Perform any other job(s) / task(s) assigned by the Manager to accomplish department objectives.

• Education/Qualifications: Bachelor’s Degree in Business Administration, Supply Chain, Operations, or related field.
• Experience: Min. 5-8 years of experience in Customer Service / Order Fulfillment / Customer Operations in Manufacturing / FMCG / industrial products.
• Functional Skills & Specific Knowledge:
• Strong knowledge of order management and customer fulfillment processes in manufacturing.
• Experience working with ERP systems (SAP, Oracle, Microsoft Dynamics, etc.).
• Understanding of production planning / MRP processes (preferred).
• Strong coordination and stakeholder management skills.
• Good command on MS Office applications.
• Strong problem-solving and customer issue resolution capability.
• Ability to manage multiple priorities and meet service deadlines.
• Proven track record in problem solving and reducing customer complaints and meeting SLA’s.