POSITION SNAPSHOT

Job Title: Order Management Associate
Company: Nestlé Business Solutions
Location: Cairo, Egypt

POSITION SUMMARY

The Order Management Specialist is responsible for the end‑to‑end execution of Demand Capture, Order Fulfillment, and Billing activities, ensuring high accuracy, timeliness, and adherence to Market and Global Service Level Agreements (SLAs).

The role ensures smooth order flow by managing demand capture (manual and digital), stock allocation, order fulfillment exceptions, billing accuracy, and return/refusal mitigation, while proactively addressing out‑of‑stock risks and customer expectations.

Acting as the primary operational point of contact for customers, the role collaborates closely with cross‑functional stakeholders (Demand & Supply Planning, Logistics, CoC, Finance, and Customer Service) to deliver a customer‑centric experience, drive operational excellence, minimize waste, reduce complexity, and continuously improve end‑to‑end Order‑to‑Cash (O2C) processes.

KEY RESPONSIBILITIES

Demand Capture & Order Management

• Capture customer demand via manual and electronic channels within defined Global and Market SLAs.
• Execute demand capture activities with high accuracy and timeliness, ensuring minimal rework and exceptions.
• Perform manual order entry when digitalization is not possible and report system failures promptly.
• Liaise with Center of Competence (CoC) and Master Data teams to resolve demand capture failures within SLA.
• Document and analyze demand capture changes to identify root causes and recurring issues.

Order Fulfillment & Stock Allocation

• Manage order fulfillment exceptions (allocation, delivery delays, load optimization, carrier selection, appointment scheduling).
• Execute stock allocation strategies aligned with Operational Demand & Supply Review priorities.
• Proactively manage out‑of‑stock risks and communicate mitigation plans to customers and internal stakeholders.
• Leverage GLOBE functionalities to automate allocation and reduce manual intervention.
• Provide data‑driven insights to anticipate risks, minimize waste, and improve service fulfillment.

Billing, Returns & Refusals

• Execute all billing activities within Market SLAs, ensuring invoice accuracy and timely posting.
• Resolve billing exceptions in collaboration with internal teams and customers to avoid collection issues.
• Coordinate return and refusal processes, securing approvals and documentation per market policies.
• Propose mitigation options to minimize financial impact while protecting customer relationships.
• Support claims and deductions resolution to ensure accurate customer account adjustments.

Continuous Improvement & Customer Centricity

• Participate in NCE and operational review meetings, contributing to process standardization and optimization.
• Analyze service KPIs and present insights during Daily Operational Reviews (DORs).
• Embed customer centricity in operational discussions and exception resolution.
• Drive continuous improvement initiatives to reduce exceptions, increase automation, and enhance customer experience.
• Act as a customer advocate by addressing root causes and implementing sustainable solutions across the E2E process.

KEY PERFORMANCE MEASURES (KPIs)

• Accuracy & Timeliness
• Customer Order Fulfilment (COF) / OTIF (On Time, In Full)
• Customer Service Level (CSL)
• Automation % (Reduction of Manual Intervention)
• Untouched Order %
• Perfect Invoice Rate
• Return & Refusal KPIs

ARE YOU A FIT?

Education & Experience

• Bachelor’s degree required.
• 1–3 years of experience in supply chain, order management, demand & supply planning, distribution, sales, or marketing.

Skills & Competencies

• Strong understanding of Order‑to‑Cash (O2C) processes.
• Solid knowledge of supply chain, demand management, and customer service best practices.
• High attention to detail with strong results orientation.
• Analytical mindset with structured problem‑solving and root cause analysis capabilities.
• Ability to multitask, manage priorities, and adapt to business urgency.
• Strong communication skills (written and verbal) with effective stakeholder management.
• High ownership, accountability, and self‑discipline.
• Ability to propose, implement, and sustain process improvements.
• Conflict management and customer‑focused decision‑making skills.