Assistant Manager - Order management & Customer Service

Assa Abloy; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ASSA ABLOY Opening Solutions India Pvt. Ltd. in Mumbai seeks an Asst. Manager for Order Management & Customer Service to oversee the end-to-end order-to-dispatch cycle. You will coordinate with Sales, Finance, and Warehousing to ensure timely execution and excellent customer experience.

The role requires guiding a team of about 10, with strong skills in Power BI and Advanced Excel to create dashboards and performance reports, driving continuous process improvements in a busy B2B environment.

Qualifications

• 6-8 years of experience in order management, customer service, or supply chain ops.
• Prior 2-3 years in a team leadership role, preferably in B2B/industrial environments.

Responsibilities

• Lead end-to-end order management lifecycle from entry to invoicing, dispatch and delivery.
• Follow up on pending/late dispatches with warehouse teams to meet throughput targets.
• Manage scrap disposal in coordination with business functions.
• Review open sales orders to ensure timely closure and revenue realization.
• Resolve customer queries and escalations via email and phone support.
• Coordinate with Finance to address billing issues and ensure accuracy.
• Monitor the order-to-dispatch-to-delivery workflow for seamless ops.
• Analyze performance reports and booking trends to derive insights.
• Develop and implement process improvements to enhance order management and customer service.
• Oversee issuance and tracking of credit notes.
• Lead, coach, and develop a team of ~10 members with structured training.
• Design dashboards and reports using Power BI and Advanced Excel.

Skills

Order-to-Cash

Team Leadership

Power BI

Advanced Excel

Cross-functional Collaboration

Problem Solving

Communication

Process Improvement

Customer Service

Education

Bachelor's degree

Tools

Power BI

Advanced Excel

Job description

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

• Strong understanding of order-to-cash cycles and customer service processes.
• Proven experience in leading teams (~10 members) within order management or customer service functions.
• Proficiency in Power BI, Advanced Excel, and creating interactive dashboards.
• Effective at cross-functional collaboration with Sales, Finance, and Warehousing.
• Excellent in problem-solving, with the ability to analyze data and derive business insights.
• Strong verbal and written communication skills with a customer-first mindset.
• Demonstrated ability to drive process efficiency and manage escalations proactively.
• High level of accountability, ownership, and team leadership.

Qualification & Experience

• Bachelors degree in any discipline.
• 6-8 years of relevant experience in order management, customer service, or supply chain operations, with at least 2-3 years in a team leadership role.
• Prior experience in B2B/industrial product-based environments is preferred.