Key Responsibilities
Order Management:
- Oversee the end-to-end customer order process from order receipt to delivery.
- Coordinate with planning, logistics, and warehouse teams to ensure timely order fulfilment.
- Manage bulk orders, priority dispatches, and stock allocations as per business needs. Customer Coordination & Query Resolution:
- Act as the single point of contact for key customers for order-related queries, delays, complaints, and documentation.
- Ensure resolution of issues related to delivery, invoicing, returns, shortages, or damages within defined timelines.
- Track and improve Customer Satisfaction Scores (CSAT). Service Level Monitoring:
- Monitor and report KPIs such as fill rates, OTIF (On Time In Full), complaint resolution TAT, and ageing of open orders.
- Analyze service gaps and initiate corrective actions in coordination with cross-functional teams. System & Data Management:
- Ensure timely and accurate order entries in ERP systems (e.g., SAP, Oracle).




- Maintain updated customer master data and service-level agreements.
- Generate regular reports on order status, delivery performance, and open issues. Cross-functional Collaboration:
- Liaise with sales, distribution, planning, and finance teams to align service delivery with business priorities.
- Support execution of new launches, promotions, and seasonal orders. Key

Requirements:
- Bachelor's degree in Business, Supply Chain, or related field.
- 5 years of experience in customer service or order management within a supply chain or logistics environment.
- Strong knowledge of ERP systems (SAP SD/MM preferred), MS Excel, and CRM tools.
- Excellent communication, interpersonal, and problem-solving skills.
- Solid customer orientation with the ability to manage multiple stakeholders.

📌 Customer Service Manager (Mumbai)
🏢 Staples Future Group
📍 Mumbai