Customer Fulfilment Manager

General Mills Inc.; Mumbai; Hybrid; INR 2,400,000 - 4,200,000; Full time

Job summary

General Mills Inc. in Mumbai seeks a Customer Fulfillment Team Manager to lead 8–15 Customer Operations Specialists, driving order-to-cash excellence and supply chain efficiency across cross-functional partners.

You will coach, develop, and empower the team, foster a culture of belonging, and implement standard processes with rigor. Hybrid role in Mumbai with a 3:30 PM to 12:30 AM shift, collaborating with demand, deployment, product supply management, and regional teams, using SAP and data

Qualifications

• Bachelor's degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• 7–10 years of related experience in supply chain management, logistics, customer operations, manufacturing, or a similar environment.
• Proficiency in SAP ERP and supply chain processes; strong data analysis and interpretation skills; working knowledge of Excel, SQL, or Tableau; experience with process mapping, standardization, root cause analysis, corrective action planning, and process performance monitoring.
• Sound understanding of end-to-end Order-to-Cash (O2C) processes: order management, pricing, allocations, delivery, invoicing, and collections.
• Strong people leadership, communication, collaboration, mentoring, motivation, conflict resolution, negotiation, analytical and critical thinking, customer orientation, attention to detail, and ability to stay calm under pressure.
• 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

• 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 development plans, team camaraderie, open communication, trust, and respect.
• Provide guidance on order-to-cash processes, including allocations, order additions, and pricing issues; implement improvements that enhance efficiency and accuracy.
• Own onboarding and continuous training in partnership with New Hire Training and Process Lead, including staffing coordination.
• Partner with Customer Fulfillment, Logistics Operations, Warehousing, Transportation, Sales and cross-functional teams to eliminate losses and maintain standard processes.
• Provide daily leadership for customer strategies; lead Daily Direction Setting with health checks, prioritization, and resource allocation.
• Lead continuous improvement, maintain standard processes and team accountability; ensure alignment across customer teams.

Skills

People leadership

O2C processes

Data analysis

SAP

Excel

SQL

Tableau

Process mapping

Root cause analysis

Communication

Team development

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Business Administration, Supply Chain Management

Tools

SAP ERP

Excel

SQL

Tableau

Job description

**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.