Customer Operations Manager

Bayer Zydus Pharma; Thane; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bayer Zydus Pharma in Thane, India, invites applications for a Customer Operations Manager. Lead end-to-end order-to-billing, drive partner requests resolution, and boost service using AI-led technologies.

Manage order fulfillment, returns, and billing with SAP support and cross-functional collaboration. Ideal candidates have 2+ years in customer/service or supply chain, strong communication, SAP SD knowledge, and English plus a regional language.

Qualifications

• Graduate in any discipline.
• Minimum 2 years of operational experience in Customer/Partner Service or Supply Chain.
• Strong Partner focus, result orientation, collaboration and agility.
• Good working knowledge of SAP SD and Microsoft Office.
• Demonstrable skills for low code automation and AI understanding.
• Clear and effective communication skills.
• Proficiency in English and a regional language.
• Willingness to upskill and knowledge in low-code tech.

Responsibilities

• Receive and process Partner orders through MOE and e-mail channels.
• Create and update orders received from Partner Interaction teams through Chatter.
• Initiate approval requests and workflows to resolve pricing, credit, and system-related blocks.
• Execute and monitor transactions to support timely product delivery and billing.
• Submit required details through workflows for sales return processing.
• Create return orders and issue credit notes as per process requirements.
• Support the resolution of Partner queries related to orders, invoices, and returns.
• Perform transaction reconciliation for dealer-to-dealer transfers.
• Complete order creation and delivery transactions accurately in SAP.
• Manage Partner requests that require detailed follow-up and cross-functional support.
• Work with internal teams such as Credit Management and Planning to resolve Partner issues effectively.
• Investigate and close complaints or queries related to orders, invoices, and returns.
• Process Automation: leverage low-code tools like Power Automate to improve processes.
• Promote GenAI, AI fluency, and practical AI opportunities with stakeholders.

Skills

Communication skills

English and regional language

Low-code automation

AI understanding

Education

Graduate in any discipline

Tools

SAP SD

Microsoft Office

Job description

Customer Operations Manager Job Summary

The role is responsible for leading smooth, accurate, and efficient execution of Order-to-Billing operations while ensuring timely resolution of Partner requests. The position supports business goals by driving service excellence, adopting new processes and technologies, and continuously improving Partner experience using AI led technologies.

Responsibilities Order Management

• Receive and process Partner orders through MOE and e-mail channels.
• Create and update orders received from Partner Interaction teams through Chatter.
• Initiate approval requests and workflows to resolve pricing, credit, and system-related blocks.

Order Fulfillment, Sales Returns, and Billing

• Execute and monitor transactions to support timely product delivery and billing.
• Submit required details through workflows for sales return processing.
• Create return orders and issue credit notes as per process requirements.
• Support the resolution of Partner queries related to orders, invoices, and returns.

Inter-Party Transfers

• Perform transaction reconciliation for dealer-to-dealer transfers.
• Complete order creation and delivery transactions accurately in SAP.
• Manage Partner requests that require detailed follow-up and cross-functional support.
• Work with internal teams such as Credit Management and Planning to resolve Partner issues effectively.
• Investigate and close complaints or queries related to orders, invoices, and returns in the system.

AI, Automation, and Digital Capabilities

• Process Automation: Proven capability of low code automation tools such as Power Automate to simplify and improve business processes.
• GenAI and AI Fluency: Demonstrate a strong understanding of GenAI use cases, prompt engineering, and Microsoft Copilot capabilities.
• Agentic AI Awareness: Understand AI agents, workflows, and practical business use cases for intelligent automation.
• Business Process Improvement: Identify manual activities and convert them into digital, automated, or AI-enabled solutions.
• Stakeholder Communication: Understand business needs and translate them into practical automation and AI opportunities.
• Data and AI Transformation Support: Support pilots, proofs of concept, adoption activities, training, documentation, and change management initiatives.

Leadership and Ways of Working

• Ensure compliance and control discipline across all processes.
• Collaborate effectively with internal teams and business stakeholders.
• Adapt quickly to process, technology, and business changes.
• Work with flexibility and ownership to meet deadlines and service commitments.

Qualifications WHO YOU ARE

• Graduate in any discipline.
• Minimum 2 years of operational experience, preferably in Customer/Partner Service or Supply Chain.
• Strong Partner focus, result orientation, collaboration, and agility.
• Good working knowledge of SAP SD module and Microsoft Office (highly desirable).
• Demonstrable skills for low code automation and AI understanding (must have).
• Clear and effective communication skills.
• Proficiency in English and a regional language.
• Willingness to upskill and good knowledge of Low code technology.

Location

Location: Thane, Maharashtra, India

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.