Customer Service Project Manager

Yuto; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Yuto in India (on-site) seeks a Customer Service Project Manager to coordinate between the manufacturing facility and Customer's Supply Chain and NPI teams, driving end-to-end order fulfillment and ensuring on-time delivery.

You will manage demand signals, lead cross-functional teams, and uphold supplier scorecard metrics with rigor and transparency in a fast-paced, data-driven environment.

Qualifications

• Bachelor's degree in Supply Chain Management, Industrial Engineering, Business Administration, or related field.
• MBA or relevant postgraduate qualification is a plus.
• 5+ years of experience in customer service, supply chain, or program management roles within a manufacturing environment.
• Minimum 2 years of direct experience supporting Tier-1 technology OEM accounts (preferred).
• Demonstrated experience managing complex, high-volume consumer electronics supply chains.

Responsibilities

• Own key customer account management and act as the day-to-day POC for Customer's SCM, Procurement, and Operations teams.
• Manage demand forecasts (14-week rolling, MPS) and translate into actionable production plans.
• Coordinate with internal teams to ensure on-time delivery (OTD) and communicate capacity constraints.
• Drive OTIF and PO Fulfillment Rate KPIs tracked in the customer's supplier scorecard.
• Support NPI ramp, PPAP/ISIR submissions, and manage ECOs and part transitions.

Skills

SAP SD/MM

Excel

Power BI/Tableau

MPS/MRP

VMI

NPI

Education

Bachelor's degree in SCM / Industrial Eng / Business Admin

MBA or relevant postgraduate qualification

APICS CPIM or CSCP certification

PMP certification

Tools

SAP

Job description

Customer Service Project Manager

Tier-1 OEM Qualified Supplier | Manufacturing Operations

/ CS PM

Department

Customer Service / Account Mgmt

Reports To

CS Director / Sr. PM

Location

India (on-site)

Job Level

P4 P6 (commensurate with exp.)

Position Summary

As a Customer Service Project Manager at an key-customer-qualified supplier, you serve as the primary interface between our manufacturing facility and the Customer's Supply Chain and NPI (New Product Introduction) teams. You are responsible for driving end-to-end order fulfillment, managing demand signals, coordinating cross-functional teams, and ensuring customer satisfaction metrics align with the Customer's stringent supplier scorecard requirements. You operate with a high degree of rigor, transparency, and responsiveness in a fast-paced, data-driven environment.

Key Responsibilities

1. Key Customer Account Management

• Serve as the day-to-day point of contact (POC) for the Customer's Supply Chain Management (SCM), Procurement, and Operations teams.


• Manage the Customer's demand forecasts (14-week rolling, MPS), translate into actionable production plans, and communicate capacity constraints proactively.


• Coordinate with internal teams (planning, production, quality, logistics) to ensure on-time delivery (OTD) in line with the Customer's committed ship dates.


• Prepare and present weekly/monthly business reviews (WBR/MBR) to the Customer's counterparts, covering OTD, quality metrics, and issue escalations.

2. Order Management & Fulfillment

• Own purchase order (PO) lifecycle management: receipt, acknowledgment, change order processing, and close-out.


• Monitor and maintain Finished Goods (FG) inventory levels at the Customer-designated hubs (VMI/consignment) to meet the Customer's fill-rate targets.


• Work cross-functionally to resolve supply shortages, line-down risks, and expedite requests within the Customer's procurement and ERP systems.


• Drive improvement in OTIF (On-Time-In-Full) and PO Fulfillment Rate KPIs tracked in the Customer's supplier scorecard.

3. NPI & Product Launch Support

• Coordinate customer service activities during NPI ramp, including prototype (EVT/DVT/PVT) order management and sample logistics.


• Support the Customer's PPAP (Production Part Approval Process) and Initial Sample Inspection Report (ISIR) submissions from a logistics and timeline perspective.


• Manage Engineering Change Orders (ECOs) and communicate part transitions, last-time-buys (LTBs), and EOL (End-of-Life) plans to the Customer.

4. Issue Resolution & Escalation Management

• Lead cross-functional response to the Customer-raised quality escapes, delivery shortfalls, or compliance issues within the Customer's 8D / SCAR (Supplier Corrective Action Request) framework.


• Track and close open action items in the Customer's Supplier Management Portal / Radius systems.


• Escalate supply risks with structured communication (STAR format: Situation, Timeline, Action, Resolution) to internal leadership and the Customer counterparts.

5. Data Analysis & Reporting

• Maintain accurate data hygiene in the Customer's iSCM, SAP, and internal ERP systems.


• Generate weekly delivery performance reports, inventory aging analysis, and demand variance summaries.


• Drive continuous improvement in key CS metrics: OTIF, Forecast Accuracy, Response Time SLA, Customer Satisfaction Score (CSAT).

Qualifications & Requirements

Education

• Bachelor's degree or above in Supply Chain Management, Industrial Engineering, Business Administration, or related field.


• MBA or relevant postgraduate qualification is a plus.

Experience

• 5+ years of experience in customer service, supply chain, or program management roles within a manufacturing environment.


• Minimum 2 years of direct experience supporting Tier-1 technology OEM accounts (preferred).


• Demonstrated experience managing complex, high-volume consumer electronics supply chains.

Technical Skills

• Proficiency in the Customer's supply chain systems: iSCM, iSRM, Radius, or equivalent supplier portals (or ability to ramp up rapidly).


• Strong command of SAP (SD/MM modules), Excel (pivot tables, VLOOKUP, data modeling), and BI tools (Tableau, Power BI, or equivalent).


• Understanding of demand planning concepts: MPS, MRP, VMI, safety stock calculations.


• Familiarity with the Customer's Responsible Sourcing Standards and supplier code of conduct compliance requirements.

Soft Skills & Competencies

• Exceptional English communication skills (written and verbal) essential for direct interaction with the Customer's cross-regional teams.


• High attention to detail, ability to manage multiple priorities under time pressure, and comfort with ambiguity.


• Strong stakeholder management skills; able to influence without authority across internal functions and customer teams.


• Data-driven decision-making mindset; ability to translate data into actionable insights.


• Collaborative, humble, and accountable consistent with the Customer's supplier engagement culture.

Key Customer Context & Expectations

As an key-customer-qualified supplier, our operations are subject to the Customer's Supplier Code of Conduct, annual Supplier Responsibility audits, and rigorous performance benchmarking. The CS PM is expected to:

• Maintain zero-tolerance for data discrepancies in the Customer's systems – accuracy and timeliness of data updates are non-negotiable.


• Understand and support the Customer's Business Conduct Policy requirements in all customer interactions.


• Participate actively in the Customer's Supplier Performance Review (SPR) process and drive continuous improvement to maintain or improve scorecard ranking.


• Maintain confidentiality of all the Customer product, roadmap, and supply chain information in strict compliance with the Customer's Non-Disclosure Agreement (NDA).

Preferred Additional Qualifications

• APICS CPIM or CSCP certification.


• PMP (Project Management Professional) certification.


• Experience with the Customer's NPI process (EVT/DVT/PVT/MP ramps).


• Mandarin Chinese proficiency is a plus for coordination with Yuto China headquarters.


• Prior experience at other key-customer-qualified suppliers (Foxconn, Pegatron, Jabil, BYD, etc.) is highly advantageous.

We are an equal opportunity employer committed to building a diverse and inclusive workforce aligned with our key customer's supplier diversity expectations.

Contact Person - Megha Gupta

Phone Number - 9187224958

Email Id - [e-mail]