Job Description
Mission
Key missions of the position:
Manage end-to-end order fulfillment, contract review, customer communication, and execution support for Railway, Metro, Private Rail, and Friction customers, ensuring on-time delivery, customer satisfaction, and business targets.
Responsibilities
Key Responsibilities:
Order Management:
Manage end-to-end order lifecycle including contract review, order booking, customer acknowledgements, and contract amendments.
Ensure order accuracy and compliance with commercial, contractual, and business requirements.
Execution Management
Coordinate with Sales, Engineering, Operations, Quality, Sourcing, and Finance teams to ensure seamless order execution and on-time delivery.
Monitor backlog, inspections, dispatches, and revenue realization while proactively resolving execution bottlenecks.
Customer / Key account manager Coordination:
Act as the primary point of contact for customers/Key account managers regarding order status, delivery commitments, and operational queries.
Drive customer satisfaction through proactive communication,



timely issue resolution, and effective escalation management.
System & Reporting:
Maintain accurate records and provide regular MIS, backlog, delivery, and performance reports.and customer feedback.
Process Improvement:
Identify and suggest improvements in the order management process.
Drive digitalization, automation, and continuous improvement initiatives to enhance operational efficiency and visibility.
People Management: NO
Budget Management: NO
Required Candidate Profile
Education/Training : Bachelor’s degree in Engineering (Any Field)
Professional Experience
10-12 years of experience in customer service/Care or Order Management or order execution, preferably in railway or industrial sectors.
Solid understanding of supply chain and customer service operations.
Proficiency in ERP systems (SAP, Oracle, etc.) and MS Office.
Proven experience in cross-functional coordination, process improvemen

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