Job Description

Order Management Associate - Urdu Speaker

Company: Nestlé Business Solutions

Location: Cairo, Egypt

Department: Order To Cash

Hybrid

POSITION SUMMARY

Joining Nestlé means becoming part of the world's largest food and beverage company. At our core, we are a people-driven organization committed to enhancing quality of life and contributing to a healthier future.

The Order Management Associate is responsible for the end-to-end execution of Demand Capture, Order Fulfillment, and Billing activities, ensuring accuracy, timeliness, and compliance with Market and Global Service Level Agreements (SLAs).

The role supports a smooth order-to-cash process by managing customer orders, stock allocation, fulfillment exceptions, billing activities, returns, and refusals, while proactively addressing out-of-stock risks and customer needs.

As a key operational point of contact for customers, the Order Management Associate works closely with cross-functional teams, including Demand & Supply Planning, Logistics, Center of Competence (CoC), Finance, and Customer Service, to ensure operational excellence, improve customer experience, and drive continuous improvement across the end-to-end Order-to-Cash (O2C) process.

A Day in the Life

Demand Capture & Order Management

• Capture and process customer orders through manual and electronic channels within defined SLAs.
• Ensure accurate and timely order entry while minimizing errors, rework, and exceptions.
• Perform manual order entry when digital processing is not available and promptly report system-related issues.
• Collaborate with CoC and Master Data teams to resolve order capture issues within agreed timelines.
• Monitor recurring order issues, identify root causes, and support corrective actions.

Order Fulfillment & Stock Allocation

• Manage order fulfillment exceptions, including stock allocation, delivery delays, load optimization, carrier selection, and appointment scheduling.
• Execute stock allocation according to business priorities and Operational Demand & Supply Review requirements.
• Proactively identify out-of-stock risks and communicate appropriate mitigation plans to customers and internal stakeholders.
• Utilize GLOBE functionalities to improve automation and reduce manual intervention.
• Use operational data and insights to anticipate risks, improve service levels, and minimize waste.

Billing, Returns & Refusals

• Execute billing activities within agreed Market SLAs, ensuring accurate and timely invoicing.
• Resolve billing exceptions in collaboration with customers and internal stakeholders to prevent collection issues.
• Coordinate returns and refusals, ensuring the required approvals and documentation are completed according to market policies.
• Identify solutions to minimize financial impact while maintaining strong customer relationships.
• Support the resolution of claims and deductions to ensure accurate customer account adjustments.

Continuous Improvement & Customer Centricity

• Participate in NCE and operational review meetings and contribute to process improvement and standardization.
• Monitor service KPIs and provide insights during Daily Operational Reviews (DORs).
• Maintain a customer-centric approach when managing operational issues and exceptions.
• Support continuous improvement initiatives aimed at reducing exceptions, increasing automation, and improving customer experience.
• Identify root causes of recurring issues and contribute to sustainable solutions across the end-to-end O2C process.

What Will Make You Successful

• Bachelor’s degree in business/accounting or finance role.
• Fluent Urdu Speaker is a must.
• 1–2 yeas of relevant experience in Order Management, Supply Chain, Customer Service, Demand & Supply Planning, Distribution, Sales, or a related field.
• Strong attention to detail and results orientation.
• Analytical mindset with structured problem-solving and root cause analysis skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong written and verbal communication skills with effective stakeholder management.
• High level of ownership, accountability, and self-discipline.
• Ability to identify and support process improvements.
• Strong customer focus with effective conflict-resolution and decision-making skills.