Assistant Manager - Customer Service Logistics

Location: Mumbai, MH, IN

Company: Actylis

Position Summary

(Job Location - Mumbai, India)

The Assistant Manager Customer Service Logistics is responsible for managing end-to-end order management, customer service, and logistics execution across all BUs. The role ensures seamless order fulfillment, customer satisfaction, and logistics execution by integrating order management with dispatch, transportation, warehousing, and import/export operations.

This position acts as a key interface between customers, sales, and internal supply chain functions (planning, procurement, logistics, QA, regulatory), ensuring high service levels, compliance, and operational efficiency.

Key Duties Responsibilities

- Order Management Fulfillment Execution: Manage end-to-end order lifecycle (order entry, validation, scheduling, dispatch, invoicing); Ensure zero-defect order processing and system discipline; Monitor order status, inventory availability, and service commitments; Track order execution and proactively manage delays, cancellations, or rescheduling; Ensure alignment with customer contracts, pricing approvals, and delivery commitments
- Customer Service Experience Management: Act as primary interface for customer communication on order status, delivery timelines, and queries; Ensure prompt response and closure of customer inquiries; Manage customer expectations through proactive communication; Drive customer satisfaction and service excellence initiatives; Capture customer feedback and implement improvements
- Import Export Process Documentation: Manage end-to-end import/export execution including documentation, compliance, and coordination; Ensure accuracy of shipping documents (Invoice, Packing List, COA, LC documentation, permits); Coordinate with freight forwarders, CHA, shipping lines, and regulatory bodies; Ensure compliance with Pharma/Chemical regulatory frameworks (GMP, controlled substances, export license requirements); Monitor shipment movements and ensure timely customs clearance
- Distribution, Dispatch Planning Execution:



Plan and execute dispatch schedules aligned with customer demand and production plans; Coordinate with warehouse and logistics teams for dispatch readiness; Ensure OTIF delivery performance; Track shipment execution and resolve dispatch bottlenecks; Communicate dispatch plans across stakeholders
- Transportation Management Optimization: Coordinate with transporters, freight forwarders, and logistics partners; Support freight optimization, route planning, and cost control; Monitor transit performance and delivery timelines; Manage logistics escalations, delays, and service failures; Maintain transporter performance tracking
- Warehouse Management: Coordinate inbound and outbound operations with warehouses; Ensure adherence to GMP/GDP storage practices and EHS standards; Support warehouse efficiency, space utilization, and handling compliance; Ensure proper material handling for hazardous/regulated products
- Inventory Management Control: Monitor inventory levels (RM, WIP, FG) aligned with service requirements; Track slow-moving, excess, or expiry-risk stock; Ensure inventory accuracy and batch traceability; Coordinate with planning and warehouse teams for inventory optimization
- Complaint Management Issue Resolution: Manage customer complaints related to quality, delays, shortages, or damages; Conduct root cause analysis (RCA) and implement CAPA; Coordinate with QA, supply chain, and suppliers for resolution; Ensure timely closure and communication of complaint
- Cross-Functional Coordination Stakeholder Management: Collaborate with Sales, Planning, Procurement, QA/QC, Regulatory, Finance, and Logistics teams; Act as central SPOC for customer order execution; Ensure alignment across functions to meet service commitments; Support business teams with real-time order and logistics visibility
- Process Governance, SOP Compliance: Develop and implement SOPs for customer service, order management,



and logistics processes; Ensure compliance with company policies, customer requirements, and regulatory standards; Maintain complete documentation and audit readiness; Drive system discipline and process standardization
- Continuous Improvement Service Excellence: Identify process gaps and implement improvement initiatives; Drive automation, digitization, and ERP discipline; Improve service metrics (OTIF, response time, order accuracy); Embed learnings from complaints and operational issues
- Performance Management Reporting: Track KPIs: OTIF, order accuracy, response TAT, customer satisfaction, logistics cost; Prepare dashboards, MIS, and performance reports; Support leadership reviews with insights and corrective actions

Education Experience

Bachelor s degree in Supply Chain, Logistics, Business, Pharmacy, Chemical Engineering, or related field

8 12 years of experience in Customer Service, Order Management, Logistics, or Supply Chain

Experience in Pharma / Chemical / Manufacturing workplace preferred

Exposure to import/export operations and regulated logistics is essential

Core Skills Competencies

Functional Skills
Order Management Customer Service Operations
Import / Export Documentation Compliance
Dispatch Planning Logistics Execution
Warehouse Inventory Management
Regulatory Compliance (GMP / GDP / DG / Controlled Substances)
ERP Systems (SAP preferred), MS Excel, MIS

Behavioral Competencies

Strong customer-centric mindset
High ownership and accountability
Analytical and problem-solving capability
Ability to manage multiple priorities under pressure
Strong communication and stakeholder management skills
Attention to detail and process discipline
Cross-functional coordination and influence
Decision-making under operational constraints
Continuous improvement mindset

Supervisory Responsibilities: No

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Customer Service & Logistics (Mumbai)
🏢 Aceto Pharma
📍 Mumbai