Order Processing Manager

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. Job Responsibilities: Operational Management: - 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. Team Leadership: - 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. Customer & Stakeholder Coordination: - 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. Process Improvement & KPI Management: - 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. Internal & External Audit Compliance: - Handle internal and external audits, complying with NCRs and creating SOPs, work instructions, and guidelines. - Maintain compliance and knowledge relating to QMS ISO 9001:2015, FSSC 22000 V6, EMS ISO 14001, ISO 45001:2018, and HACCP. Job Requirements: - Bachelor's Degree, Diploma, or equivalent experience in Supply Chain, International Trade, Logistics, Business Administration, Order Processing, or a related field. - Minimum 10-12 years of experience in order processing/supply chain within the FMCG or tea export industry, including proven managerial experience. - Minimum 4-5 years of experience in a leadership role. - Knowledge of ERP/Navision would be an advantage. - Knowledge of international export documentation, including Letters of Credit (L/C), Certificates of Origin, and Phytosanitary Certificates. - Intermediate MS Office skills and Power BI reporting skills.