Customer Fulfilment Specialist

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally .

Our mission is to bring health in people’s hands by making self-care as simple as it should be . For half a billion consumers worldwide – and counting.

At the core of this mission is our 100 loved brands , our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.

As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com .

Join us on our mission. Health. In your hands

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 to deliver products to customers on time and in full while maintaining high service standards.

Job Purpose

To manage end-to-end customer fulfilment, distribution, and customer care operations by coordinating with 3PL partners, transport providers, and internal stakeholders—ensuring timely product delivery, high service levels, compliance, and cost efficiency.

Key Responsibilities

Customer Fulfilment & Operations

• 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.

Customer Care & Claims

• Handle customer inquiries, complaints, returns, and claims with proper documentation and resolution.
• Ensure compliance with regulations for returns and product destruction.

3PL & Logistics Management

• 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.

Import & Compliance

• Oversee import operations, ensuring timely customs clearance and proper documentation.
• Maintain compliance with local regulatory requirements (e.g., SFDA reporting, track & trace).

Performance & Reporting

• Track and report key KPIs (OTIF, fill rate, costs, inventory, etc.).
• Conduct root cause analysis and implement corrective/preventive actions (CAPA).
• Manage SISO reconciliation and reporting.

Cost Optimization & Process Improvement

• Identify opportunities to optimize logistics and distribution costs.
• Lead or support continuous improvement initiatives aligned with regional best practices.

Stakeholder Management

• Collaborate cross-functionally with Sales, Supply Chain, Finance, Quality, and external partners.
• Maintain strong communication with customers to improve satisfaction and service levels.

Requirements

Education

• Bachelor’s degree in Business Administration, Engineering, Supply Chain, or related field.

Experience

• 2–3 years in customer fulfilment, logistics, or distribution (FMCG or pharmaceutical preferred).
• Experience working with 3PL providers and managing customer operations.
• Prior team management experience is a plus.

Skills

• Strong communication, problem-solving, and stakeholder management skills.
• Analytical mindset with ability to track KPIs and drive improvements.
• SAP and MS Office proficiency.

Languages

• 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 where people can thrive and be at their best every day.

We Are Challengers. We Are Dedicated To Making Self-care As Simple As It Should Be. That Starts With Our Culture. We Are Challengers By Nature, And This Is How We Do Things

All In Together : We keep each other honest and have each other's backs.

Courageous : We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.