Customer Fulfilment Specialist
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Key skills for this role
About the Role
Opella seeks a Customer Fulfilment Specialist to manage end-to-end order fulfilment and distribution operations in Jeddah. The role involves coordinating with 3PL partners, handling customer care and claims, and ensuring compliance.
Key Skills for This Role
Responsibilities
- Manage the full Order to Serve process, ensuring accurate and timely order execution
- Coordinate with 3PL and logistics partners for warehousing, distribution, and shipment tracking
- Ensure high service levels (e.g., OTIF, fill rate) and resolve operational issues proactively
- Handle customer inquiries, complaints, returns, and claims with proper documentation and resolution
- Monitor 3PL performance, including inbound/outbound flows, invoicing, and KPIs
- Lead regular performance reviews and implement improvement actions
- Ensure accuracy of stock, reporting, and reconciliation with partners
- Oversee import operations, ensuring timely customs clearance and proper documentation
- Maintain compliance with local regulatory requirements (e.g., SFDA reporting, track & trace)
- Track and report key KPIs (OTIF, fill rate, costs, inventory, etc.)
- Conduct root cause analysis and implement corrective/preventive actions (CAPA)
- Identify opportunities to optimize logistics and distribution costs
Requirements
- Bachelor’s degree in Business Administration, Engineering, Supply Chain, or related field
- 2–3 years in customer fulfilment, logistics, or distribution (FMCG or pharmaceutical preferred)
- Experience working with 3PL providers and managing customer operations
- Strong communication, problem solving, and stakeholder management skills
- Analytical mindset with ability to track KPIs and drive improvements
- SAP and MS Office proficiency
- English: Fluent
- Arabic: Fluent
Full Job Posting
About Opella
- Opella is the self care challenger with the purest and third largest portfolio in the OTC & VMS market globally.
- Our mission is to bring health in people’s hands by making self care as simple as it should be.
- Headquartered in France, Opella is a globally certified B Corp company.
About the Job
- As a Customer Fulfilment Specialist, you will play a critical role in ensuring seamless end to end order fulfilment and distribution operations.
- You will work closely with third party logistics providers, transportation partners, and cross functional teams.
Key Responsibilities
- Manage the full Order to Serve process, ensuring accurate and timely order execution.
- Coordinate with 3PL and logistics partners for warehousing, distribution, and shipment tracking.
- Ensure high service levels (e.g., OTIF, fill rate) and resolve operational issues proactively.
- Handle customer inquiries, complaints, returns, and claims with proper documentation and resolution.
- Monitor 3PL performance, including inbound/outbound flows, invoicing, and KPIs.
- Lead regular performance reviews and implement improvement actions.
- Ensure accuracy of stock, reporting, and reconciliation with partners.
- Oversee import operations, ensuring timely customs clearance and proper documentation.
- Maintain compliance with local regulatory requirements (e.g., SFDA reporting, track & trace).
- Track and report key KPIs (OTIF, fill rate, costs, inventory, etc.).
- Conduct root cause analysis and implement corrective/preventive actions (CAPA).
- Identify opportunities to optimize logistics and distribution costs.
Requirements
- Bachelor’s degree in Business Administration, Engineering, Supply Chain, or related field.
- 2–3 years in customer fulfilment, logistics, or distribution (FMCG or pharmaceutical preferred).
- Experience working with 3PL providers and managing customer operations.
- Strong communication, problem solving, and stakeholder management skills.
- Analytical mindset with ability to track KPIs and drive improvements.
- SAP and MS Office proficiency.
- English: Fluent
- Arabic: Fluent
Why Us?
- At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity.
- This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture.
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