Customer Fulfilment Manager

Overview

Lead a team of 8–15 Customer Operations Specialists to deliver operational and service excellence, strengthen customer order processes, and improve supply chain efficiency. This is a hybrid role based in Mumbai, reporting to the Customer Fulfillment Head.

What you'll do

• Lead and manage a team of 8–15 Customer Operations Specialists, ensuring adherence to customer order process standards and delivery of customer initiatives.
• Educate, coach, and motivate team members while strengthening customer operations and SAP technical capabilities.
• Build a culture of belonging through individual development plans, team camaraderie, open communication, trust, and respect.
• Provide guidance on order-to-cash processes, including allocations, order additions, and pricing issues, and implement improvements that enhance efficiency and accuracy.
• Own onboarding and continuous training in partnership with the New Hire Training and Process Lead, including staffing coordination and training execution.
• Partner with Customer Fulfillment, Logistics Operations, Warehousing, Transportation, Sales and cross-functional teams to eliminate losses, share information, and maintain standard process rigor.
• Provide daily leadership and direction for customer strategies and priorities; lead the Daily Direction Setting process, including team health checks, prioritization, and resource allocation.
• Lead continuous improvement, maintain standard processes and team accountability, and ensure effective communication and alignment across customer teams.

What you'll need

• Bachelor's degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• 7–10 years of related experience in supply chain management, logistics, customer operations, manufacturing, or a similar environment.
• Proficiency in SAP ERP and supply chain processes.
• Strong data analysis and interpretation skills; working knowledge of tools such as Excel, SQL, or Tableau.
• Experience with process mapping, standardization, root cause analysis, corrective action planning, and process performance monitoring.
• Sound understanding of the end-to-end order-to-cash (O2C) process, including order management, pricing, allocations, delivery, invoicing, and collections.
• Strong people leadership, communication, collaboration, mentoring, motivation, conflict resolution, negotiation, analytical and critical thinking, customer orientation, attention to detail, and the ability to remain calm and systematic under pressure.
• Demonstrated experience leading, developing, and managing teams; conducting performance reviews and providing feedback; building inclusive team environments; resolving team dynamics; and leading cross-functional groups.

Nice to have

• 10–12 years of related experience, particularly in supply chain planning and execution, logistics, manufacturing, or customer operations.
• Advanced degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Experience with SAP implementation or upgrades, relevant SAP modules, and training team members on SAP best practices.
• Experience with quality management systems or continuous improvement methods such as ISO or Six Sigma, including process audits and assessments.
• Experience leading diverse and cross-functional teams, using customer satisfaction metrics and feedback to improve operations, and managing end-to-end supply chain risks and bottlenecks.

Details

• Location: Powai, Mumbai, Maharashtra, India.
• Work mode: Hybrid.
• Shift: 3:30 PM to 12:30 AM.
• Applicants must meet minimum age qualifications in the country in which the job is located.