Customer Fulfillment Manager- Order-to-Cash Process- Supply Chain

General Mills; Mumbai; Hybrid; INR 1,200,000 - 2,100,000; Full time

Job summary

General Mills in Mumbai is seeking a Customer Fulfillment Team Manager to lead 815 Customer Operations Specialists and drive order-to-cash excellence across functions.

You will coach and develop the team, ensure adherence to standard processes, and partner with logistics, sales, and regional counterparts to strengthen customer service and supply chain performance. The role operates on a 3:30 PM to 12:30 AM shift in a hybrid setup, fostering a culture of belonging and continuous improvement.

Qualifications

• Education: Bachelor’s degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Experience: 710 years of related experience in supply chain management, logistics, customer operations, manufacturing, or a similar environment.
• Technical Skills: Proficiency in SAP ERP and supply chain processes; strong data analysis and interpretation skills; working knowledge of tools such as Excel, SQL, or Tableau; and experience with process mapping, standardization, root cause analysis, corrective action planning, and process performance monitoring.
• O2C: Sound understanding of the end-to-end O2C process, including order management, pricing, allocations, delivery, invoicing, and collections.
• Soft Skills: Strong people leadership, communication, collaboration, mentoring, motivation, conflict resolution, negotiation, analytical and critical thinking, customer orientation, attention to detail, and the ability to remain calm and systematic under pressure.
• People Management: Demonstrated experience leading, developing, and managing teams; conducting performance reviews and providing feedback; building inclusive team environments; resolving team dynamics; and leading cross-functional groups.

Responsibilities

• End-to-end Order-to-Cash process oversight.
• Lead 8-15 Customer Operations Specialists.
• Coach, develop, and motivate team members.
• Educate on order-to-cash processes and improvements.
• Oversee onboarding and training with process lead.
• Collaborate with cross-functional teams to standardize processes.
• Lead Daily Direction Setting and team health checks.
• Drive continuous improvement and ensure accountability.

Skills

SAP ERP

Excel

SQL

Tableau

O2C process

Data analysis

Process mapping

Root cause analysis

Leadership

Communication

Cross-functional

Education

Bachelor’s degree in Engineering, Business Administration, Supply Chain Management, or related field

Tools

SAP ERP

Excel

SQL

Tableau

Job description

OVERVIEW

• As a Customer Fulfillment Team Manager, you will lead a team of 815 Customer Operations Specialists to deliver operational and service excellence, strengthen customer order processes, and improve supply chain efficiency. You will create a culture of belonging, coach and develop team members, and work with Customer Fulfillment, Logistics Operations, the Customer Center of Excellence, and cross-functional partners to execute customer strategies and continuously improve standard processes. The role includes daily direction setting, resource allocation, onboarding, training, issue resolution, and accountability for process performance. Based in Mumbai, this hybrid role reports to the Customer Fulfillment Head and works the 3:30 PM to 12:30 AM shift, collaborating with demand, deployment, product supply management, customer order services, replenishment teams, and regional counterparts.

KEY ACCOUNTABILITIES

• Experience in end to end Order-to-Cash process mandatory.


• Expereince in handling global customers.


• Lead and manage a team of 8-15 Customer Operations Specialists, ensuring adherence to customer order process standards and delivery of customer initiatives.


• Educate, coach, and motivate team members while strengthening customer operations and SAP technical capabilities.


• Build a culture of belonging through individual development plans, team camaraderie, open communication, trust, and respect.


• Provide guidance on order-to-cash processes, including allocations, order additions, and pricing issues, and implement improvements that enhance efficiency and accuracy.


• Own onboarding and continuous training in partnership with the New Hire Training and Process Lead, including staffing coordination and training execution.


• Partner with Customer Fulfillment, Logistics Operations, Warehousing, Transportation, Sales and cross-functional teams to eliminate losses, share information, and maintain standard process rigor.


• Provide daily leadership and direction for customer strategies and priorities; lead the Daily Direction Setting process, including team health checks, prioritization, and resource allocation.


• Lead continuous improvement, maintain standard processes and team accountability, and ensure effective communication and alignment across customer teams.

MINIMUM QUALIFICATIONS

• Education: Bachelors degree in Engineering, Business Administration, Supply Chain Management, or a related field.


• Experience: 710 years of related experience in supply chain management, logistics, customer operations, manufacturing, or a similar environment.


• Technical Skills: Proficiency in SAP ERP and supply chain processes; strong data analysis and interpretation skills; working knowledge of tools such as Excel, SQL, or Tableau; and experience with process mapping, standardization, root cause analysis, corrective action planning, and process performance monitoring.


• Order-to-Cash (O2C): Sound understanding of the end-to-end O2C process, including order management, pricing, allocations, delivery, invoicing, and collections.


• Soft Skills: Strong people leadership, communication, collaboration, mentoring, motivation, conflict resolution, negotiation, analytical and critical thinking, customer orientation, attention to detail, and the ability to remain calm and systematic under pressure.


• People Management: Demonstrated experience leading, developing, and managing teams; conducting performance reviews and providing feedback; building inclusive team environments; resolving team dynamics; and leading cross-functional groups.

PREFERRED QUALIFICATIONS

• 10–12 years of related experience, particularly in supply chain planning and execution, logistics, manufacturing, or customer operations.


• Advanced degree in Engineering, Business Administration, Supply Chain Management, or a related field.


• Experience with SAP implementation or upgrades, relevant SAP modules, and training team members on SAP best practices.


• Experience with quality management systems or continuous improvement methods such as ISO or Six Sigma, including process audits and assessments.


• Experience leading diverse and cross-functional teams, using customer satisfaction metrics and feedback to improve operations, and managing end-to-end supply chain risks and bottlenecks.