Senior Manager - Logistics & Customer Service

Description:

Key Responsibilities:

- Order Processing & Fulfilment

- Own OTIF performance as the primary KPI; drive continuous improvement against industry benchmarks

- Conduct order ageing analysis to ensure timely execution and closure of legacy orders

- Ensure complete order fulfilment across all line items within defined SLAs

- Coordinate with Planning teams on stock-outs, SKU availability, and timely updates to Sales

- Enable cross-regional billing decisions based on availability, distance, and cost optimization

- Drive vehicle planning and load optimization, including multi-pick and multi-drop routing

- Lead process automation initiatives using RPA and external tools to improve efficiency

- Customer & Sales Engagement

- Act as a key interface with Sales teams to resolve order execution, availability, and prioritization issues

- Conduct regular customer / project contractor visits to understand expectations and tailor solutions

- Respond promptly to customer issues and ensure effective resolution

- Maintain accurate records of customer interactions, transactions, and feedback

- Prepare and present customer service and logistics performance reports to stakeholders

- B2B Customer Service Excellence

- Drive focused initiatives for Enterprise, Industrial, and Infrastructure customers

- Design and implement B2B-specific service strategies by vertical

- Coordinate with Supply Planning to ensure order-wise stock availability and influence production preponement or SKU substitutions

- Optimize logistics execution for smaller orders to balance cost and service

- Proactively engage with Sales and customers to respond to evolving business needs

- Export Logistics

- Own end-to-end export order execution, including stock planning, CHA & freight forwarder coordination, documentation, and customs clearance

- Manage export order book and sales realization planning

- Collaborate with Sales, Planning, Procurement, and Finance on export fulfilment

- Performance Management & Process Excellence

- Monitor and analyze service and efficiency KPIs, identify gaps, and drive corrective actions

- Lead execution of initiatives such as OTIF improvement and direct-to-retailer delivery

- Drive process improvements, SOP updates, rollouts, and depot staff training

- Design and implement Performance Linked Incentive Plans (PLIP) for depot teams

Candidate Requirements:

Education:

- Postgraduate in Operations / Supply Chain Management

- Preferred institutes: IIM / NITIE (IIM Mumbai) / SP Jain

Experience:

- Experience in Central Order Processing, Logistics, or Customer Service roles

- 5+ years of experience in FMCG / Building Materials / Bulk Industry

- Exposure to large-scale, high-volume distribution environments

Technical Skills:

- Strong hands-on experience with SAP SD (Order Processing) and WM modules

- Proficiency in Microsoft Excel, Power BI, and TMS applications

- Good understanding of deployment planning, inventory management, and logistics cost levers

Key Competencies:

- Strong execution and stakeholder management skills

- Customer-centric mindset with B2B exposure

- Analytical, data-driven decision making

- Process improvement and automation orientation

- Ability to lead teams in a high-pressure, high-volume environment