Assistant Manager - Customer Service & Logistics

Actylis; Mumbai; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Actylis is seeking an Assistant Manager – Customer Service & Logistics in Mumbai, India. This role involves managing end-to-end order management and logistics execution while ensuring customer satisfaction and compliance. The ideal candidate will have a Bachelor's degree in a relevant field and 8-12 years of experience in customer service or logistics.

The position offers opportunities to develop critical skills in supply chain management and regulatory compliance, making it essential for driving operational excellence and service quality at Actylis.

Qualifications

• 8–12 years of experience in Customer Service, Order Management, Logistics, or Supply Chain.
• Experience in Pharma / Chemical / Manufacturing environment preferred.
• Exposure to import/export operations and regulated logistics is essential.

Responsibilities

• Manage end‑to‑end order lifecycle including entry, validation, and dispatch.
• Act as primary interface for customer communication on order status.
• Ensure compliance with Pharma/Chemical regulatory frameworks.
• Collaborate with Sales, Planning, Procurement, QA/QC, Regulatory, Finance, and Logistics teams.

Skills

Order Management

Customer Service

Logistics Execution

Import/Export Compliance

Supply Chain Management

Education

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

Tools

ERP Systems (SAP preferred)

MS Excel

Job description

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

1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
9. 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
10. 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
11. 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
12. 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 environment 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

Actylis is an Equal Opportunity Employer. Actylis does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.