Customer Operations Manager

Dot & Key; Kolkata District; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Dot & Key is seeking a Customer Operations Manager to oversee end-to-end B2B order management and fulfilment from Kolkata. You will coordinate with Planning, Supply Chain, Warehouse, Logistics, and Sales to ensure timely order execution and inventory availability, while maintaining excellent customer communication and service levels.

The ideal candidate has 5–7 years of experience in order management or related fields, with FMCG/retail/e-commerce exposure, and proficiency in ERP systems and MS

Qualifications

• Graduate/Post Graduate in Supply Chain, Operations, Commerce, or MBA.
• 5–7 years of experience in Order Management, Customer Operations, or Fulfilment Operations.
• Experience in FMCG, Consumer Goods, Retail, or E-commerce is preferred.

Responsibilities

• Manage end-to-end 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.

Skills

B2B Order Management

Customer Operations

Fulfilment Processes

Supply Chain Coordination

Inventory Management

Logistics Operations

MS Excel

SAP

Oracle

Microsoft Dynamics

Stakeholder Management

Communication

Problem Solving

Prioritization

Education

Graduate/Post Graduate in SCM/Operations/Commerce/MBA

Tools

SAP

Oracle

Microsoft Dynamics

MS Excel

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.