Job Description
Job Title: Asst. Manager - Order Management & Customer Service
Business Vertical: Supply Chain Management (SCM)
Location: Mumbai
Reporting To: Manager Supply Chain
Division/Company: ASSA ABLOY Opening Solutions India Pvt. Ltd.
Position Summary
We are seeking a proactive and experienced Order Management & Customer Service resource to oversee the end-to-end order-to-dispatch cycle. This role requires seamless coordination across order booking, invoicing, dispatch operations, and customer interactions. The incumbent will be responsible for managing escalations, driving timely execution, and ensuring an excellent customer experience by collaborating with cross-functional teams including Sales, Finance, and Warehousing.
Key Responsibilities
- Lead the entire order management lifecycle from order entry to invoicing, dispatch, and final delivery.
- Actively follow up on pending or delayed dispatches with warehouse teams to ensure throughput targets are met.
- Manage timely scrap disposal in coordination with relevant business functions.
- Conduct regular reviews of open sales orders with the business team to ensure timely closure and revenue realization.
- Resolve customer queries and escalations efficiently through email and phone support.
- Coordinate with the Finance team to address billing-related concerns and ensure accurate order processing.
- Monitor and optimize the order-to-dispatch-to-delivery workflow for seamless operations.
- Analyze performance reports and booking trends, converting data into actionable insights.
- Develop and implement process improvements to enhance order management and customer service quality.
- Oversee and manage the issuance and tracking of credit notes.
- Lead, coach, and develop a team of ~10 members; ensure structured training and continuous development.
- Design and manage dashboards and performance reports using Power BI and Advanced Excel.
Key Skills & Competencies
- Solid understanding of order-to-cash cycles a