Order Processing Manager

Job Title: Order Processing Manager

Location: Ras Al Khaimah

Salary: AED 10,000 – 13,000

Job Code: 001/001/559

Industry: FMCG

Job Brief:

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.
• Organize and lead the team to achieve the department's objectives.
• Participate in management meetings on behalf of the Order Processing team.

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.
• Maintain strong relationships with key internal and external stakeholders.
• Arrange meetings with customers to review order-related concerns.

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.
• 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.

Reporting & General Office Processes

• 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 approvals.
• Adhere to company rules and regulations and perform other duties assigned by management from time to time.

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.
• Proven experience managing an Order Processing or Export Operations Department.
• Minimum 4–5 years of experience in a leadership role.
• Previous manufacturing experience of at least one year would be an advantage.
• 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, would be an advantage.
• Intermediate MS Office skills, including Excel, Word, Outlook, and PowerPoint.
• Power BI reporting skills.
• Strong presence of mind and quick-thinking ability, with the ability to focus on key objectives and work within specific timeframes.
• Team-oriented with the ability to demonstrate initiative and work with minimal supervision.
• Good interpersonal, planning, organizational, and customer-handling skills.
• Dynamic, highly attentive to detail, and capable of managing multiple responsibilities simultaneously.
• Candidates currently based outside the country are also welcome to apply.

Strong understanding of:

• Order processing
• Shipping and logistics
• Warehouse management
• Inventory management
• Procurement and planning
• Accounting