Fulfillment Officer

Background

Natural Extracts Industries Ltd (NEI) is pioneering the sustainable, natural flavour manufacturing industry in Tanzania for global export, starting with vanilla and cacao.  The company works in all areas from cultivation to post-harvest processing, value-add manufacturing and international sales and marketing.  The smallholder outgrower network currently integrates over 10,000 vanilla farmers from Tanzania and Uganda, and through this sourcing model, NEI aims to deliver a long-term socioeconomic impact by doubling annual income per smallholder household. Current products include liquid flavours, such as extracts from vanilla, cocoa and coffee; and solid flavours like vanilla pods, cocoa powder and nibs.  The company is undertaking an aggressive growth path, featuring European and US market entries (including partnerships and potential joint ventures), establishing a new state-of-the-art manufacturing facility and expanding supply-side volumes.

Role Summary

The Fulfillment Officer is the strategic link between production and the customer. You will own the end-to-end logistics journey, ensuring that our products—guaranteed by FSSC 22000 standards—reach global markets efficiently, compliantly, and on time. This role combines data-driven analytics, rigorous compliance, and high-level stakeholder diplomacy to drive our social impact mission forward.

Duties & Responsibilities

The Fulfilment Officer  will be responsible and accountable for the following activities:

1. Manage daily/weekly order dispatches from factories, co-manufacturers, and external warehouses; ensure goods are shipped within agreed timelines
2. Perform self-service analytics in ERP/BI tools: monitor shipping costs, delivery times, on-time-in-full (OTIF) rates, and customer satisfaction metrics.
3. Own end-to-end fulfillment strategy for assigned orders: optimize dispatch routes, consolidate shipments, and balance cost vs. delivery timelines.
4. Identify fulfillment risks (logistics delays, customs bottlenecks, carrier capacity issues) and escalate to manager with recommended solutions.
5. Own all export/import paperwork: customs docs, certificates of origin, phytosanitary certificates, permits, and compliance with regulations in all operating countries.
6. Track customer payments against dispatches; nudge customers on due payments diplomatically while ensuring Finance owns ledger and credit control.
7. Provide customers with accurate, timely dispatch updates; track shipment progress and resolve exceptions (e.g., customs hold, delayed vessel).
8. Coordinate across Planning, Sales, and Warehousing functions to ensure seamless handover from order readiness to dispatch and delivery.
9. Lead small-scale logistics optimization projects: e.g., trialing new 3PLs, piloting alternative routes, or testing packaging for cost reduction.
10. Manage 3PL partners day-to-day: assign loads, monitor service levels, resolve issues, and escalate persistent underperformance.
11. Other duties;
12. Conduct any other activities as may be required to ensure NEI’s success in the volunteering area.
13. Furthering the company mission: to become a leading African manufacturer of premium natural flavour products for the home baking and commercial kitchen markets, while providing sustainable, increased income for smallholder farmers.
14. Follow, without exception, all work instructions and safety rules, including the use of all Standard Operating Procedures (SOPs), Good Manufacturing Practices (GMPs) and Good Health Practices (GHPs), including Occupational Safety and Health Authority (OSHA), as well as the Company’s Certification requirements (i.e., USDA/EU/JAS Organic, Fairtrade, Rainforest Alliance, B-Lab, Ecovadis, etc), and Food Safety Systems Certification (FSSC 22000:2018v6) as per the Company’s Quality Management System;
15. Adhering to and instituting the company values of Integrity, Creativity, Passion, Sustainability, and Inclusivity.
16. Any other duties as may be required from time to time by their supervisor, the management team, or the Directors, pursuant to the achieving the objectives of the Company related to the volunteering activities.

Desired Skills & Experience

1. Bachelor’s degree in Supply Chain Management, Logistics, International Business, or a related field.
2. Minimum of 3 years in fulfillment, logistics, or export operations, with a strong preference for candidates from the Manufacturing or FMCG sectors.
3. Proven self-management skills and a demonstrated passion for the social impact/social enterprise sector.
4. Deep familiarity with international shipping regulations and Incoterms.
5. Proven expertise in managing complex international trade paperwork, including Phytosanitary Certificates, import/export permits, and customs documentation.
6. Applied knowledge of FSSC 22000 certification and Food Safety Management Systems (FSMS) within a logistics context.
7. Advanced experience with ERP and CRM systems, as well as collaborative productivity suites (Microsoft Office 365 and Google Workspace).
8. Exceptional negotiation skills with a track record of managing high-value relationships with suppliers, carriers, and freight forwarders.
9. Excellent interpersonal and project management skills, with the ability to communicate with precision in both English and Kiswahili (written and oral).
10. A logical thinker capable of synthesizing data to drive continuous improvement and lean operational initiatives.