Associate Manager – Customer Services & Logistics

Kemin Industries; Thiruvallur District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Kemin Industries in Gummidipundi, Tamil Nadu, seeks an experienced logistics and order management professional to own the domestic order process from receipt to delivery. You will coordinate with Sales, Planning, Production and QC to ensure accurate, on-time orders across multiple warehouses.

The role requires MBA/PG in Supply Chain with 10+ years in customer services and logistics, hands-on M3 ERP experience, and GST documentation proficiency.

Qualifications

• 10+ years of experience in Customer Services and Logistics in manufacturing or 3PL.
• Hands-on experience in domestic order processing, C&F / 3PL operations and transport management.

Responsibilities

• Own the complete domestic customer order process from receipt to delivery across all warehouses.
• Serve as the contact point for the domestic Sales team to fulfill order requirements.
• Manage returns, deliveries and secondary freight costs for the domestic business.
• Lead and monitor order processing in C&F, Factory, and 3PL warehouses.
• Coordinate stock availability with Planning, Production and QC to ensure timely orders.

Skills

Order processing

M3 ERP

GST compliance

Logistics coordination

Stakeholder management

Transport management

Education

MBA / PG in Supply Chain

Tools

M3 ERP

Job description

Overview

Location : Gummidipundi

Position Objective

• To own the complete domestic customer order process – from order receipt until delivery as per agreed terms – from all distribution warehouses (Factory warehouse, 3PL warehouse and C&F locations).
• To act as the contact point for the domestic Sales team to fulfil customer order requirements.
• To manage customer returns, deliveries and secondary freight cost for the domestic business.
• C&F order processing, Factory warehouse and 3PL warehouse customer order processing report to this role.
• Working in factory environment.
• Interacts with internal and external customers.

Responsibilities

• To own the complete domestic customer order process – from order receipt until delivery as per agreed terms – from all distribution warehouses (Factory warehouse, 3PL warehouse and C&F locations).
• To act as the contact point for the domestic Sales team to fulfil customer order requirements.
• To manage customer returns, deliveries and secondary freight cost for the domestic business.
• C&F order processing, Factory warehouse and 3PL warehouse customer order processing report to this role.
• Working in factory environment.
• Interacts with internal and external customers.
• Own the processing of all domestic Sales orders in M3 – accurate and on time – for Factory warehouse, 3PL warehouse and all C&F locations.
• Ensure every customer order is delivered as per agreed terms (quantity, date and delivery terms) from the right distribution warehouse.
• Act as the contact point for the domestic Sales team; handle spot and urgent requirements and prioritise based on stock and customer commitment.
• Keep the Sales team informed in real time on order status, stock position, QC release and expected delivery; inform delays in advance, not after the event.
• Coordinate with Planning, Production and QC on stock availability and QC release for open orders.
• Review open and overdue orders daily and drive them to closure; know the status of every open order at fingertip level.
• Lead and monitor order processing at C&F, Factory warehouse and 3PL warehouse; ensure billed goods are dispatched the same day.
• Track deliveries and proof of delivery; resolve transit and delivery issues with transporters and C&F.
• Manage customer returns end to end – approval, physical receipt, QC check, stock posting and credit note – in coordination with Sales, QC and Finance.
• Handle customer complaints on short, damaged, wrong or delayed deliveries; find the root cause, close within timeline and track complaint trends.
• Own secondary freight cost; review freight rates, vehicle utilisation and load/route planning to optimise cost.
• Verify transporter and C&F freight bills before submission to Finance; track freight cost against budget.
• Ensure full compliance in invoicing, returns and credit notes – e-invoice, e-way bill, LR copy, POD, gate entry and credit notes as per GST rules and company policy.
• Ensure domestic pricing in M3 is correct and as per the approved price list; no invoice to be raised at a wrong price.
• Keep records audit-ready and support ISO, Customer, Worldwide Internal and GST audits; close audit observations on time.
• Ensure zero difference between book stock and physical stock at all distribution warehouses.
• Act as key user of M3 for domestic order management; own KAI ERP testing and follow up system issues with IT.
• Share regular reports on OTIF, secondary freight cost, complaints, returns and open orders.
• Lead, guide and monitor the Executive and order processing teams; ensure proper backup so that operations do not stop in anyone’s absence.
• Escalate critical issues to the Sr. Manager with facts and proposed solutions.
• Identify process gaps, implement best practices and contribute to SOPs for customer service and domestic logistics.
• Collaborate with the Sales team to gather and review customer order details.
• Ensure accurate and timely processing of customer orders in the system.
• Proactively inform the Sales team about the stock position and potential delays to avoid stock-out situations.
• Coordinate with relevant departments to confirm product availability and delivery timelines.
• Work closely with logistics partners and internal teams to organize and optimize domestic transportation of goods.
• Monitor shipment schedules, track deliveries, and address any logistical challenges that may arise.
• Manage 3rd party depot operations for order management and ensure timely delivery.
• Collaborate with the Planning and C&F team to ensure efficient stock management and timely dispatch of products.
• Act as a liaison between the Sales team and internal departments to facilitate clear communication and understanding of customer requirements.
• Provide real-time updates to the Sales team regarding order status, stock availability, and potential delays.
• Proactively communicate any issues or challenges that may impact the order fulfillment process.
• Address and resolve any issues related to order fulfillment or logistics, working proactively to find solutions.
• Escalate complex issues to higher management when necessary and provide recommendations for improvement.
• Maintain accurate records of customer orders, shipments, and logistics activities.
• Ensure compliance with all documentation requirements for domestic shipments.
• Document and track customer complaints and transit insurance claims for reporting and analysis.
• Continuously evaluate and identify opportunities to improve the efficiency of customer service and logistics processes.
• Implement best practices and contribute to the development of standard operating procedures

Qualifications

• Graduate (MBA / PG in Supply Chain preferred) with 10+ years of experience in Customer Services and Logistics, preferably in a manufacturing or 3PL company.
• Hands-on experience in domestic order processing, C&F / 3PL operations and transport management.
• Working knowledge of M3 or similar ERP and GST documentation (e-invoice, e-way bill).