Central Order Processing Specialist

Dot & Key; Kolkata District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Dot & Key is seeking an Assistant Manager Central Order Processing (COP) to lead end-to-end order processing across General Trade, Modern Trade, E-commerce, and Quick Commerce, based in Kolkata onsite.

You will coordinate with Sales, Supply Planning, Warehousing, and Logistics to ensure accurate orders, timely picking and dispatch, and superior customer service. The role emphasizes OTIF, fill rate improvement, and cross-functional collaboration in a fast-paced FMCG environment.

Qualifications

• Bachelor's degree in Commerce, Engineering, Operations, Supply Chain or related field.
• 4–6 years of experience in Order Processing, Customer Service, Supply Planning, or related Supply Chain Operations in FMCG/consumer goods.
• Experience coordinating with cross-functional teams and driving service excellence across multiple sales channels.

Responsibilities

• Manage end-to-end order processing and ensure timely fulfilment across General Trade, Modern Trade, E-commerce, and Quick Commerce.
• Coordinate with Sales to validate POs, resolve discrepancies, and ensure order accuracy before processing.
• Ensure timely order punching in ERP systems with adherence to processing timelines.
• Collaborate with Warehouse for picking, packing, and dispatch to meet SLAs.
• Drive OTIF performance and optimize Fill Rate with Supply Planning and Logistics teams.
• Track dispatch performance and ensure on-time deliveries as committed.
• Prepare daily MIS and OTIF dashboards to identify gaps and drive improvement.

Skills

Central Order Processing

Order Fulfilment

Customer Service

Supply Chain Operations

OTIF & Fill Rate

ERP Systems

Analytical & Coordination

Stakeholder Management

FMCG Environment

Education

Bachelor's degree in Commerce / Engineering / Operations / Supply Chain

Tools

SAP

Microsoft Dynamics

Oracle

Job description

Job Title: Assistant Manager Central Order Processing (COP) Location: Kolkata (Onsite - Work from Office)

About the Role

We are looking for a highly execution-oriented Assistant Manager Central Order Processing (COP) to manage end-to-end order processing and fulfilment across Dot & Key's sales channels. The role will be responsible for ensuring accurate order processing, seamless coordination with Sales, Supply Planning, Warehousing, and Logistics teams, while driving superior customer service through timely order execution and delivery.

Key Responsibilities

• Manage end-to-end order processing and ensure timely order fulfilment across General Trade, Modern Trade, E-commerce, and Quick Commerce channels.
• Coordinate with the Sales team to validate Purchase Orders (POs), resolve discrepancies, and ensure order sanity before processing.
• Ensure timely and accurate order punching in ERP systems while maintaining high compliance with order processing timelines.
• Monitor order execution and collaborate closely with Warehouse teams to ensure timely picking, packing, and dispatch.
• Drive OTIF (On-Time In-Full) performance by ensuring seamless coordination across Supply Planning, Warehousing, Logistics, and Customer Service teams.
• Maximize Fill Rate by working closely with the Supply Planning team to improve product availability and order allocation.
• Track dispatch performance and ensure on-time deliveries in line with customer commitments and service level agreements (SLAs).
• Monitor customer service metrics, proactively resolve order-related issues, and minimize delivery escalations through timely interventions.
• Prepare daily MIS, order status reports, OTIF dashboards, and customer service reports to identify gaps and drive continuous improvement.
• Build strong relationships with internal stakeholders and channel partners to enhance customer satisfaction and operational excellence.

Preferred Skills & Know-how

• Strong understanding of Central Order Processing, Order Fulfilment, Customer Service, and Supply Chain Operations.
• Experience managing OTIF, Fill Rate, Order Processing Accuracy, and Customer SLAs.
• Good knowledge of ERP systems such as SAP, Microsoft Dynamics, Oracle, or similar platforms.
• Strong analytical, coordination, stakeholder management, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced FMCG environment.

Experience Requirements

• Bachelor's degree in Commerce, Engineering, Operations, Supply Chain, or a related discipline.
• 4-6 years of experience in Order Processing, Customer Service, Supply Planning, or Supply Chain Operations within FMCG, Personal Care, Cosmetics, Retail, or Consumer Goods.
• Prior experience managing customer orders, coordinating with cross-functional teams, and driving service excellence across multiple sales channels will be preferred.