Customer Operations Manager

Dot & Key Skincare; Kolkata District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Dot & Key Skincare in Kolkata is seeking a Customer Operations Manager to oversee end-to-end B2B order management and fulfilment. You will coordinate across Supply Chain, Warehouse, Logistics and Sales to ensure timely processing and flawless delivery.

You will be the primary contact for customers on order status, drive process improvements, and maintain accurate order records and MIS while upholding SLAs. The role requires 5–7 years of relevant FMCG/E-commerce experience and strong Excel/ERP

Qualifications

• Graduate or postgraduate in Supply Chain, Operations, Commerce, or Business Administration.
• 5–7 years of experience in Order Management or Fulfilment.
• Experience in FMCG, Consumer Goods, Retail, or E-commerce preferred.
• Proficiency in ERP and MS Excel.

Responsibilities

• Manage the complete order lifecycle from order receipt through fulfilment, dispatch, and delivery.
• Coordinate with Planning, Supply Chain, Warehouse, Logistics, and Sales teams to ensure timely order execution and inventory availability.
• Monitor order processing, dispatch schedules, delivery timelines, and proactively resolve fulfilment bottlenecks.
• Act as the primary point of contact for customers on order status, delivery updates, and operational queries.
• Share regular order tracking, dispatch, and fulfilment reports with customers and internal stakeholders.
• Ensure adherence to customer SLAs, order fill rates, and on-time delivery performance.
• Maintain accurate order records, operational MIS, and identify process improvement opportunities.

Skills

B2B Order Management

Customer Operations

Fulfilment processes

Supply Chain coordination

Inventory management

Logistics operations

MS Excel

ERP systems (SAP/Oracle/MS Dynamics)

Stakeholder management

Communication & problem-solving

Education

Graduate/PG in SCM/Operations/Commerce/Business Administration

Tools

Excel

ERP systems (SAP/Oracle/Dynamics)

Job description

Job Title: Customer Operations Manager (B2B Order Management & Fulfilment)

Location: Kolkata (Onsite - Work from Office)

About the Role:

We are looking for a customer-centric and execution-driven Customer Operations Manager to oversee end-to-end B2B order management and fulfilment operations. The role will be responsible for ensuring timely order processing, seamless coordination across Supply Chain, Warehouse, Logistics, and Sales teams, while delivering an exceptional customer experience through proactive communication and operational excellence.

Key Responsibilities:

• Manage the complete order lifecycle from order receipt through fulfilment, dispatch, and successful delivery.
• Coordinate with Planning, Supply Chain, Warehouse, Logistics, and Sales teams to ensure timely order execution and inventory availability.
• Monitor order processing, dispatch schedules, delivery timelines, and proactively resolve fulfilment bottlenecks.
• Act as the primary point of contact for customers on order status, delivery updates, and operational queries.
• Share regular order tracking, dispatch, and fulfilment reports with customers and internal stakeholders.
• Ensure adherence to customer SLAs, order fill rates, and on-time delivery performance.
• Maintain accurate order records, operational MIS, and identify process improvement opportunities to enhance customer service.

Preferred Skills & Know-how:

• Strong understanding of B2B Order Management, Customer Operations, and Fulfilment processes.
• Hands-on experience in Supply Chain coordination, Inventory Management, and Logistics Operations.
• Proficiency in MS Excel and ERP systems (SAP, Oracle, Microsoft Dynamics, or similar).
• Strong stakeholder management, communication, and problem-solving skills.
• Ability to manage multiple customers, prioritize tasks, and drive operational excellence in a fast paced environment.

Experience Requirements:

• Graduate/Post Graduate in Supply Chain, Operations, Commerce, Business Administration, or a related discipline.
• 5–7 years of experience in Order Management, Customer Operations, Supply Chain Coordination, or Fulfilment Operations.
• Prior experience in FMCG, Consumer Goods, Retail, or E-commerce will be preferred.