Ingrain – Touching Lives and Making a World of Difference since 1921. Ingrain is a leading manufacturer and supplier of high-quality starch and glucose ingredients, utilising non-GMO maize as our primary raw material. It is an internationally competitive manufacturer and the largest producer of unmodified and modified starch, and glucose in Sub-Saharan Africa and has built a reputation for offering excellent product quality to its customers across Africa and the globe. Ingrain is an integral part of the domestic supply chain for a diverse range of industries and the products manufactured at Ingrain’s mills are essential ingredients in a wide range of food and industrial products. This diversity has ensured that we touch lives daily. We drive sustainable growth and positively impact the livelihood of people through innovative ingredient solutions.

The main purpose of the role is to manage customer requirements and orders for particular product categories and co-ordinate the conversion of requirements and orders into successful deliveries via orchestrated partnerships and collaborations with the Sales Team, Strategic Sector Accounts Managers, Finance Managers, Credit Control Managers, Supply and Demand Managers, Production and Materials Managers within the Order Fulfilment spectrum/process, whilst placing emphasis customer-centricity.

Order Fulfilment Consultant

• Identify business process performance improvements in Sales, Demand/Supply, Order Fulfilment, Mills and OFP 
• Completes order documentation and filing requirements. Adhere to the systems, processes and procedures in place.
• Deliver Excellent Customer Service in line with Ingrain service promise. Partner with Key Account Managers and RSM’s to anticipate customer expectations, shortcomings and action plans to address supply scenarios.
• Attending daily Sales and Operations Planning meetings to discuss supply and demand to our customers and troubleshoot issues from both parties.
• 100% Adherence to processes and Standard Operating Procedures (SOPs)

• Develop an intimate understanding of the world of the customer by regular customer visits and an effective working relationship with operational customer stakeholders.
• Anticipate customer requirements by assessing customer ordering patterns, inventory levels, seasonality and constant review of demand vs forecast. Highlight critical changes to customer requirements
• Gather and maintain information for processing orders (user data, product reference details, billing dates, sales codes, billing account contacts)
• Source parameters for quotes i.e. maize price with added margin. Prepare a Manual Costing Sheet for the Trader. Refer the Trader to the customer to negotiate pricing. Understand and apply International documentary requirements i.e Bills of Landing, RCN, Commercial Documents etc. Generating Sales Orders for local/exports customers. Invoicing for EXW customers. Reviewing and tracking of exchange rates at time of costing till the last order is delivered. Review monthly with finance the forex for all customer order. Communicate with maize department on maize needed for customer orders
• Collaborate with all relevant departments/functions to deliver in full, on time and in specification products i.e Demand Planners, Plan and execute Allocations for constrained products, secure and document Concessions from customers in order to track DIFOTIS, liaise with the Transportation Planning team to ensure on-time delivery. And vehicle availability Review transport and shipment plan with haulers and shipping lines and highlight areas of concern
• Proactively communicate ETAs with customers and report factors that could have an adverse impact on executing deliveries/ customer requirements and recommend mitigation plans. Confirm deliveries before dispatch with customers. Update and track order trails for effective post-delivery communication.

• Adheres to safety, health and environment policies
• Ensure operational decisions are considerate of impact to the environment and processes are sustainable.

• Ensure least cost of supply to customers by effective order management and transport planning i.e Standing Time and Futile trips.
• Use initiative to suggest business improvements to contribute to improved customer service, business value and financial results i.e Cash, Cost, Service

• Achieve customer service delivery through collaboration and co-ordination of Transporters and Mill Freight Forwarders and Shipping Lines
• Responsible for own development and growth
• Volunteer to perform tasks based on own strengths and development areas. Build strong relationships with internal Ingrain colleagues at operational levels to leverage credibility and support
• Builds a strong extended OFP network (Mills, Planners, Sales and Transporters/Freight Forwarders/Shipping Lines/Legislative Departments/Departments of Foreign Affairs/Country Specific High Commissions) geared towards business growth and excellent service delivery.