Customer Service Manager

Staples Future Group; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Staples Future Group in Mumbai is seeking an experienced Order Management professional to oversee the end-to-end order process, coordinate with planning, logistics, and warehouse teams, and manage bulk orders for timely fulfillment.

You will act as the primary contact for key customers, resolve delivery, invoicing, returns, or damages issues within defined timelines, and track CSAT while monitoring KPIs like OTIF and order ageing.

Qualifications

• Bachelor's degree in Business, Supply Chain, or related field.
• 5 years of experience in customer service or order management within a supply chain or logistics environment.
• Strong knowledge of ERP systems (SAP SD/MM preferred), MS Excel, and CRM tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong customer orientation with the ability to manage multiple stakeholders.

Responsibilities

• Oversee the end-to-end customer order process from order receipt to delivery.
• Coordinate with planning, logistics, and warehouse teams to ensure timely order fulfilment.
• Manage bulk orders, priority dispatches, and stock allocations as per business needs.
• Act as the single point of contact for key customers for order-related queries, delays, complaints, and documentation.
• Ensure resolution of issues related to delivery, invoicing, returns, shortages, or damages within defined timelines.
• Track and improve Customer Satisfaction Scores (CSAT).
• Monitor and report KPIs such as fill rates, OTIF (On Time In Full), complaint resolution TAT, and ageing of open orders.
• Analyze service gaps and initiate corrective actions in coordination with cross-functional teams.
• Ensure timely and accurate order entries in ERP systems (e.g., SAP, Oracle).
• Maintain updated customer master data and service-level agreements.
• Generate regular reports on order status, delivery performance, and open issues.
• Liaise with sales, distribution, planning, and finance teams to align service delivery with business priorities.
• Support execution of new launches, promotions, and seasonal orders.

Skills

Order management

Customer service

Cross-functional coordination

ERP (SAP SD/MM)

MS Excel

CRM tools

Communication skills

Problem solving

Stakeholder management

Education

Bachelor's degree in Business, Supply Chain, or related field

Tools

SAP SD/MM

Job description

Key Responsibilities:

Order Management:

• Oversee the end-to-end customer order process from order receipt to delivery.


• Coordinate with planning, logistics, and warehouse teams to ensure timely order fulfilment.


• Manage bulk orders, priority dispatches, and stock allocations as per business needs.

Customer Coordination & Query Resolution:

• Act as the single point of contact for key customers for order-related queries, delays, complaints, and documentation.


• Ensure resolution of issues related to delivery, invoicing, returns, shortages, or damages within defined timelines.


• Track and improve Customer Satisfaction Scores (CSAT).

Service Level Monitoring:

• Monitor and report KPIs such as fill rates, OTIF (On Time In Full), complaint resolution TAT, and ageing of open orders.


• Analyze service gaps and initiate corrective actions in coordination with cross-functional teams.

System & Data Management:

• Ensure timely and accurate order entries in ERP systems (e.g., SAP, Oracle).


• Maintain updated customer master data and service-level agreements.


• Generate regular reports on order status, delivery performance, and open issues.

Cross-functional Collaboration:

• Liaise with sales, distribution, planning, and finance teams to align service delivery with business priorities.


• Support execution of new launches, promotions, and seasonal orders.

Key Requirements:

• Bachelor's degree in Business, Supply Chain, or related field.


• 5 years of experience in customer service or order management within a supply chain or logistics environment.


• Strong knowledge of ERP systems (SAP SD/MM preferred), MS Excel, and CRM tools.


• Excellent communication, interpersonal, and problem-solving skills.


• Strong customer orientation with the ability to manage multiple stakeholders.