Customer Fulfilment Manager

General Mills; Mumbai; Hybrid; INR 1,500,000 - 2,600,000; Full time

Job summary

General Mills in Mumbai seeks a Customer Fulfillment Team Manager to lead a team of 8–15 Customer Operations Specialists and deliver operational and service excellence in a hybrid setting.

You will coach, onboard, and develop staff while partnering with Demand, Logistics, and Sales to optimize order processes and supply chain performance.

Qualifications

• Bachelor’s degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• 7–10 years of related experience in supply chain, logistics, customer operations, manufacturing, or similar environment.
• Proficiency in SAP ERP and supply chain processes; data analysis skills; Excel/SQL/Tableau familiarity.
• Strong O2C understanding: order management, pricing, allocations, delivery, invoicing, and collections.
• Excellent people leadership, communication, collaboration, mentoring, and problem-solving abilities.

Responsibilities

• Lead and manage a team of 8–15 Customer Operations Specialists, ensuring adherence to standards and initiatives.
• Coach, educate, and motivate team members while strengthening customer operations and SAP capabilities.
• Build a culture of belonging through development plans, team camaraderie, and open communication.
• Provide guidance on order-to-cash processes and implement efficiency improvements.
• Own onboarding and continuous training in partnership with the Training Lead, including staffing coordination.
• Partner with cross-functional teams to eliminate losses and maintain process rigor.
• Lead daily direction setting and resource allocation to drive customer strategies.

Skills

People leadership

Communication

Analytical thinking

Cross-functional collaboration

SAP proficiency

Data analysis

Process improvement

O2C knowledge

Education

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

Tools

SAP ERP

Excel

SQL

Tableau

Job description

Company Overview

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one another and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.

Company Overview

We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one another and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.

Overview

As a Customer Fulfillment Team Manager, you will lead a team of 8–15 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

• 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: Bachelor’s degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Experience: 7–10 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.

ELIGIBILITY

Applicants must meet minimum age qualifications in the country in which the job is located.