Supply Chain Transformation Analyst

This role involves leading the Order to Cash operations, ensuring smooth management of the entire customer order lifecycle from receipt and validation through to fulfillment and delivery coordination. The successful candidate will manage daily priorities, handle order exceptions, and resolve escalations promptly to maintain high service standards. Clear and accurate communication with customers regarding order status and any service issues is essential.

Key Responsibilities

Lead Order to Cash Operations: Oversee the end-to-end customer order process, ensuring timely and accurate order fulfillment. Manage daily priorities, exceptions, and escalations to support efficient resolution. Provide customers with transparent updates on order progress and service-related matters.

Partner Across the Business: Collaborate closely with Sales, Demand and Supply Planning, and Logistics teams to address product availability, order prioritization, promotions, launches, and delivery constraints. Build and maintain strong relationships with both customers and internal stakeholders to understand service requirements and resolve operational challenges. Work alongside Finance to manage invoice disputes, deductions, claims, and credit issues related to Customer Care.

Improve Service and Performance: Monitor customer service metrics to identify opportunities for enhancing order fulfillment accuracy and issue resolution. Lead root cause analyses and implement corrective actions for recurring service or delivery problems. Utilize customer feedback and operational data to streamline processes and support digitalization and automation initiatives. Share performance insights and improvement plans with relevant teams.

Lead Customer First in Pakistan: Partner with the regional Customer First team to align on program priorities, standards, tools, and best practices. Take ownership of the Customer First program locally by adapting regional initiatives to meet the specific needs of L’Oréal Pakistan and its customers. Engage cross-functional stakeholders to foster a customer-centric culture and embed customer-focused practices. Identify local opportunities to enhance the customer experience and share insights with regional colleagues.

Required Qualifications

- Bachelor’s degree in Supply Chain Management, Business, Operations, or a related discipline.
- 4-5 years of relevant experience in customer supply chain, order management, customer service operations, or a similar field.
- Strong understanding of customer order fulfillment and distribution operations.
- Proficiency with SAP or other ERP systems.
- Advanced Excel skills; experience with Power BI or similar reporting tools is advantageous.
- Excellent analytical, communication, prioritization, and problem-solving abilities.
- Proven ability to build effective partnerships across customer-facing and operational teams.

Preferred Qualifications and Benefits

Experience within FMCG or multinational companies is preferred, offering exposure to complex supply chain and customer service environments. The role is based near Port Qasim, Karachi, and requires in-person attendance. The salary package is competitive within the market.

This position offers the opportunity to lead critical customer operations and drive continuous improvement in service delivery while working within a dynamic, cross-functional environment.