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As part of the EMEA Shared Services Center, the Customer Fulfilment Associate Manager leads and develops a team responsible for delivering outstanding end-to-end customer fulfilment services for a defined portfolio of AMET domestic markets. The role is accountable for ensuring consistent, high-quality execution across order management, stock allocation, and customer service processes, while driving performance against service, case fill, and on-time delivery targets. In addition to day-to-day team leadership, the Associate Manager plays a key role in cross-functional collaboration with Sales, Supply Planning, Logistics, and other Supply Chain partners to proactively manage risks, resolve issues, and continuously improve ways of working.
Job Responsibility
Lead, coach, and develop a team of Customer Fulfilment Analysts, ensuring high performance, capability growth, and adherence to compliant, timely order and master data processing in SAP
Own and drive the customer fulfilment strategy for the assigned portfolio, ensuring high-quality, efficient order management aligned with standard processes, internal controls, and service level targets
Identify and deliver cost and efficiency improvements, leading initiatives that reduce cost to serve, penalties, rework, and operational inefficiencies across AMET fulfilment activities
Analyse operational KPIs and customer service metrics (e.g., case fill, OTIF, backlog, cancellations) to influence service, cost, and financial outcomes—prioritising actions that protect margins and P&L exposure
Translate operational challenges into clear insights for senior stakeholders, enabling informed decisions and effective trade‑offs between service performance, cost efficiency, and financial impact
Oversee stock allocation decisions, working closely with Sales and Supply Chain to ensure aligned, transparent prioritisation during constrained supply situations
Ensure effective execution of new product introductions and delists, coordinating across Sales, Supply Planning, and logistics partners to maintain seamless customer transitions
Drive performance against key service KPIs, proactively managing risks, leading root cause analysis, and implementing corrective actions with cross‑functional teams
Embed a culture of continuous improvement, identifying opportunities to streamline processes, enhance customer fulfilment, and strengthen overall operational efficiency
Requirements
Fluent in English and Arabic both written and verbal
Supply Chain Experience or understanding of end-to-end Supply Chain
Previous experience in customer services and order management experience (desirable)
Strong people leadership skills, including the ability to motivate, coach, and develop team members in a fast-paced, service-driven environment
Strong commercial and customer-centric mindset, with the ability to balance service performance, cost-to-serve, and business priorities across AMET markets
What we offer
Excellent opportunity for career development and progression