Job Title: Customer Excellence & Order Fulfillment Specialist 

Job Description:

We are seeking a Customer Excellence & Order Fulfillment Specialist to join our Supply Network Operations (SNO) team. In this vital role, you will lead the end-to-end order management process, working closely with customers to ensure seamless supply chain operations and on-time deliveries. Your focus will be on order accuracy, customer collaboration, timely shipments, and continuous performance improvements that support sales targets and optimize customer satisfaction.

Key Responsibilities:

• Oversee the complete order-to-delivery cycle, ensuring timely processing and execution of customer orders.

• Act as the primary point of contact for customers on all supply chain-related topics.

• Maintain and update master data, pricing information, and customer account details.

• Manage sales bookings, invoicing, financial reconciliations, and compliance with commercial agreements (FOCs, discounts, etc.).

• Coordinate shipping logistics, including document legalization and import permits, in line with business plans.

• Collaborate with logistics and demand planning teams to track and trace shipments, align supply with demand, and support accurate monthly sales landing.

• Provide regular updates on shipment status, delivery timelines, and KPI tracking via dashboards and reports.

• Ensure timely communication and document sharing with customers to facilitate smooth delivery operations.

• Handle customer complaints and ensure proper follow-up through corrective actions.

• Lead and participate in customer collaboration initiatives and B2B integration projects.

• Support continuous improvement efforts in customer service and operational excellence.

Skills & Competencies:

• Strong written and verbal communication in English and French

• Exceptional organizational skills and attention to detail

• Collaborative mindset with a customer-first approach

• Proven ability to handle tight deadlines in a dynamic, fast-paced environment

• High proficiency in Excel and experience with SAP

• Digitally curious with a drive for innovation and process improvement

• Prior experience in supply chain or order fulfillment is a plus