Order Fulfilment & Customer Success Manager

Crystal Group; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Crystal Group is seeking an Order Fulfilment & Customer Success Manager in Mumbai to own the customer delivery lifecycle from order receipt to installation and handover. You will lead cross-functional teams to ensure on-time delivery and a superior customer experience.

The ideal candidate has 5–12 years in operations, order fulfilment, or supply chain, with strong stakeholder management and problem-solving skills. This role focuses on seamless project execution and continuous process improvement.

Qualifications

• Bachelor's degree or above in Engineering, Operations Management, Supply Chain, Logistics, or related field.
• 5–12 years of experience in Operations, Project Execution, Customer Success, Order Fulfilment, Logistics, or Supply Chain.
• Proven experience in managing end-to-end customer order execution.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent communication, planning, and problem-solving abilities.

Responsibilities

• Own customer orders from PO/SO receipt through installation and handover.
• Manage Order-to-Installation lifecycle with timely execution.
• Coordinate with Sales, Procurement, Operations, Projects, Service, Depots, and Logistics for project success.
• Ensure availability of containers, equipment, and resources for delivery.
• Monitor fabrication, transport, installation, and commissioning schedules.
• Conduct regular order review meetings and track milestones.

Skills

End-to-End Order Fulfilment

Customer Success Management

Project Coordination

Execution Ownership

Cross-Functional Coordination

Vendor & Transporter Management

Installation & Commissioning

Risk Identification & Escalation

Customer Relationship Management

Problem Solving & Decision Making

Time Management

Deadline Orientation

Education

Bachelor's Degree in Engineering / Operations Management / Supply Chain / Logistics

Job description

Job Details

• Job title: Order Fulfilment & Customer Success Manager
• Department: Operations
• Experience: 5-12 Years

Role Summary

We are looking for a highly execution-driven Order Fulfilment & Customer Success Manager to take complete ownership of the customer delivery lifecycle-from receipt of the Sales Order/Purchase Order through installation, commissioning, customer handover, and final project closure. The ideal candidate will act as the single point of accountability for ensuring seamless order execution, on-time delivery, and superior customer experience by coordinating multiple cross-functional teams throughout the project lifecycle.

Key Responsibilities

• Take complete ownership of customer orders immediately after receipt of the Purchase Order (PO) or Sales Order (SO).
• Manage the complete Order-to-Installation lifecycle, ensuring timely and efficient execution.
• Coordinate closely with Sales, Procurement, Operations, Projects, Service Teams, Depots, and Logistics to ensure seamless project execution.
• Ensure timely availability of containers, equipment, and resources required for customer delivery.
• Monitor fabrication, modification, transportation, installation, and commissioning schedules.
• Conduct regular order review meetings and track project milestones.
• Identify execution risks and proactively resolve issues before customer commitments are impacted.
• Coordinate with vendors, transporters, technicians, and internal stakeholders to ensure smooth execution.
• Ensure successful installation, commissioning, customer handover, and project sign-off.
• Work closely with the Finance team to ensure timely billing readiness after successful delivery.
• Maintain and update the Order-to-Installation Dashboard and MIS reports with accurate project status.
• Build strong customer relationships by providing regular project updates and ensuring a smooth customer journey.
• Drive continuous process improvements to enhance operational efficiency and customer satisfaction.

Key Performance Indicators (KPIs)

• Achieve On-Time Delivery (OTD) above 95%.
• Reduce Order-to-Installation cycle time.
• Minimize customer complaints during delivery and installation.
• Ensure timely customer handover and billing readiness.
• Improve cross-functional coordination and execution efficiency.
• Maintain accurate project tracking and reporting.

Required Qualifications

• Bachelors Degree in Engineering, Operations Management, Supply Chain, Logistics, or a related field.
• 5-12 years of experience in Operations, Project Execution, Customer Success, Order Fulfilment, Logistics, or Supply Chain.
• Proven experience in managing end-to-end customer order execution.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent communication, planning, and problem-solving abilities.

Skills & Competencies

• End-to-End Order Fulfilment
• Customer Success Management
• Project Coordination & Execution
• Customer Delivery Management
• Cross-Functional Team Coordination
• Vendor & Transporter Management
• Installation & Commissioning Coordination
• Risk Identification & Escalation Management
• Customer Relationship Management
• Problem Solving & Decision Making
• Time Management & Deadline Orientation
• Strong Ownership & Accountability

Ideal Candidate Profile

• Has independently managed customer orders from PO receipt through installation, commissioning, and customer handover.
• Experienced in coordinating Operations, Procurement, Service, Logistics, Vendors, Transporters, and Customers.
• Comfortable managing multiple customer projects simultaneously while meeting strict deadlines.
• Proactively identifies and resolves execution challenges rather than relying solely on escalations.
• Possesses a strong execution mindset with a focus on operational excellence and customer satisfaction.
• Demonstrates excellent ownership, communication, and stakeholder management skills.

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.