Customer Care & Logistics Head

Nitika Pharmaceutical Specialities Pvt. Ltd; Nagpur District; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

Nitika Pharmaceutical Specialities Pvt. Ltd. in Nagpur, Maharashtra, is seeking a seasoned Customer Care & Logistics Head with 9+ years of experience to lead end-to-end logistics, customer order execution, and cross-functional coordination.

The role emphasizes shipment planning, freight negotiations, and cost optimization to ensure On-Time Delivery. The ideal candidate will drive continuous improvements in export logistics, vendor management, and service levels while coordinating with Sales,

Qualifications

• 9+ years of experience in logistics, supply chain, and export operations.
• Proven ability to manage end-to-end logistics, including planning, execution, and cost optimization.
• Strong knowledge of export logistics, freight management and cross-functional coordination.

Responsibilities

• End-to-End Shipment Management from order readiness to final delivery.
• Plan and coordinate domestic and international shipments by sea, air, and road.
• Lead logistics cost reduction and negotiate freight rates with carriers.
• Manage logistics and customer care teams, ensuring OTD targets.
• Coordinate with production, PPIC, QA, and other departments.

Skills

Logistics operations

Freight negotiation

Team leadership

Export operations

Customer care

Tools

Excel

ERP/CRM

Job description

Nitika Pharmaceutical Specialities Pvt. Ltd | Full time

Department- Customer Care / Supply Chain /International Business

Location-Nagpur, Maharashtra

Reporting To -VP – Sales &Marketing / Business Head

Experience-9 + years

Industry Preference-Any Manufacturing

About the Role

Nitika Pharmaceutical SpecialtiesPvt. Ltd. is looking for an experienced and result-oriented Customer Care& Logistics Head to manage end-to-end logistics and customer orderexecution.

The role will be responsible for shipmentplanning and execution, freight negotiation, logistics partner management, teamhandling, customer coordination, internal cross-functional coordination andlogistics cost optimization.

The ideal candidate should havestrong knowledge of export logistics, supply chain operations, freightmanagement along with the ability to drive timely execution andcontinuously improve logistics processes and costs.

KEY RESPONSIBILITIES

1. End-to-End Shipment Management

• Manage end-to-end shipmentexecution from order readiness to final customer delivery.
  
• Plan and coordinate domesticand international shipments through Sea, Air and Road transport asapplicable.
  
• Coordinate shipmentschedules based on production readiness, customer commitments and deliverytimelines.
  
• Monitor shipment status fromdispatch until final delivery.
  
• Ensure On-Time Dispatch(OTD) and On-Time Delivery (OTD).
  
• Proactively identifyshipment delays and take corrective action.
  
• Coordinate with freightforwarders, shipping lines, transporters, CHA and logistics partners.
  
• Negotiate freight rateswith:
  
• Shipping Lines
  
• Airlines
  
• CHA / Customs ServiceProviders
  
• Obtain and compare freightquotations and select commercially viable options.
  
• Develop long-term freightcontracts/rate agreements wherever appropriate.
  
• Identify opportunities for freightcost reduction and logistics cost optimization.
  
• Monitor freight trends andmarket rates.
  
• Analyze shipment-wise logisticscosts and identify cost leakages.
  
• Optimize containerutilization, shipment consolidation and transportation modes.
  
• Control demurrage,detention, storage and other avoidable logistics costs.
  
• Drive continuous improvementinitiatives to reduce overall logistics cost without compromising servicelevels.
  

3. Customer Care & OrderExecution

• Act as the key coordinationpoint for customers regarding order execution and shipment status.
  
• Ensure customers receivetimely updates regarding:
  
• Order status
  
• Delays
  
• Documentation
  
• Handle customer queries,complaints and shipment-related escalations.
  
• Ensure timely resolution ofcustomer issues.
  
• Maintain strong customerrelationships through proactive communication.
  
• Coordinate with Sales andBusiness Development teams to ensure customer commitments are met.
  

4. Internal Cross-FunctionalCoordination

Coordinate closely with:

• Customer Care
  
• Production
  
• PPIC
  
• QA
  
• QC
  
• Warehouse
  
• Dispatch
  
• Purchase
  
• Finance & Accounts
  
• Export Documentation
  
• Regulatory / Compliance
  
• Engineering and otherconcerned departments
  

Key responsibilities:

• Coordinate productionreadiness and dispatch planning.
  
• Ensure material availabilityas per customer commitment.
  
• Coordinate QA/QC releasebefore dispatch.
  
• Ensure clear ownership andtimelines for every critical dependency.
  

5. Logistics Team Management

• Lead and manage thelogistics/customer care team.
  
• Allocate responsibilitiesand monitor daily workload.
  
• Set team KPIs andperformance targets.
  
• Conduct regular reviewmeetings.
  
• Monitor individual and teamperformance.
  
• Train team members onlogistics processes, documentation and customer handling.
  
• Develop SOPs andstandardized logistics processes.
  
• Build accountability forshipment execution and customer commitments.
  
• Ensure adequate backup andcontinuity for critical logistics activities.
  

6. Export Logistics &Documentation

• Ensure proper coordinationfor export shipments and documentation.
  
• Coordinate with the ExportDocumentation team for timely preparation of required documents.
  
• Ensure shipment documentationis accurate and available before dispatch.
  
• Coordinate with CHA, freightforwarders, shipping lines and customers for documentation requirements.
  
• Monitordocumentation-related discrepancies and ensure timely resolution.
  
• Ensure compliance with applicablecompany procedures and export requirements.
  

7. Logistics Planning &Shipment Scheduling

• Prepare daily/weeklyshipment plans.
  
• Prioritize shipments basedon:
  
• Customer commitment
  
• Production readiness
  
• Destination
  
• Commercial impact
  
• Monitor pending and upcomingshipments.
  
• Develop contingency plansfor shipment delays and logistics disruptions.
  
• Ensure adequate capacity planningwith logistics partners.
  

8. Supply Chain Coordination

• Coordinate with SupplyChain, PPIC, Production, Warehouse and Dispatch for smooth orderexecution.
  
• Align logistics planningwith production and customer delivery schedules.
  
• Identify supply chainbottlenecks affecting customer commitments.
  
• Support inventory anddispatch planning from a logistics perspective.
  
• Improve overallorder-to-delivery cycle time.
  
• Drive better coordinationbetween commercial, operational and logistics teams.
  

9. Cost & PerformanceAnalysis

• Prepare and review logisticsMIS.
  
• Monitor:
  
• Shipment Cost
  
• Cost per Kg / MT
  
• On-Time Dispatch
  
• On-Time Delivery
  
• Customer Complaints
  
• Shipment Delays
  
• Compare actual logisticscost against budget/previous period.
  
• Identify major costdeviations and corrective actions.
  
• Present logistics performanceand cost-saving initiatives to management.
  

10. Process Improvement

• Identify inefficiencies incurrent logistics and customer-care processes.
  
• Develop and implementprocess improvements.
  
• Create and update SOPs,checklists and workflow processes.
  
• Introduce better trackingand reporting mechanisms.
  
• Improve shipment visibilityand customer communication.
  
• Reduce manual errors andprocess delays.
  
• Driveautomation/digitalization of logistics tracking wherever possible.
  
• Continuously improve servicelevel, turnaround time and logistics cost.
  

KEY KPIs

The candidate will be responsiblefor driving:

• On-Time Dispatch (OTD)
  
• On-Time Delivery (OTD)
  
• Logistics Cost per Kg / MT
  
• Freight Savings
  
• Shipment Delay Reduction
  
• Customer ComplaintResolution TAT
  
• Order-to-Delivery Cycle Time
  
• Shipment Accuracy
  
• Documentation Accuracy
  
• Customer Satisfaction
  
• Team Productivity
  
• Process Improvement /Cost-Saving Initiatives
  

Requirements

DESIRED CANDIDATE PROFILE

The ideal candidate should:

• Have 9+ years of experience in Logistics / Supply Chain / Export Operations / Customer Care.
  
• Have strong experience in shipment planning and execution.
  
• Have handled freight negotiations and logistics vendors.
  
• Have managed a logistics/customer care team.
  
• Have strong cross-functional coordination experience.
  
• Demonstrate measurable experience in logistics cost reduction .
  
• Have a strong customer-centric and ownership-oriented approach.
  
• Be capable of independently handling critical shipment escalations.
  
• Have strong business and commercial understanding.
  

REQUIRED SKILLS

• Strong knowledge of logistics and supply chain operations .
  
• Good understanding of freight forwarding and shipping operations.
  
• Strong vendor and logistics partner management.
  
• Strong internal coordination and follow-up.
  
• Team leadership and people management.
  
• Cost-conscious and commercially oriented mindset.
  
• Strong analytical and problem-solving ability.
  
• Good knowledge of Excel, ERP/CRM and logistics MIS.
  
• Strong communication and escalation management skills.
  
• Ability to work under pressure and manage multiple shipments simultaneously.