Senior Manager - Customer Service & Logistics

Caparo Group; New Delhi; Hybrid; INR 1,800,000 - 2,600,000; Full time

Job summary

Caparo Group in New Delhi invites a Senior Manager to lead end-to-end Customer Service Logistics for India, aligning product flow from source to customer with compliant, cost-effective operations and strong order-to-cash execution.

You will own imports, distribution, budgeting and vendor governance, drive SAP-based KPIs, and lead a cross-functional team across Commercial, Finance, Planning, and Regulation to support growth.

Qualifications

• Graduate degree in Supply Chain, Logistics, Operations, Commerce, Engineering or a related discipline; postgraduate qualification is an advantage.

Responsibilities

• Lead customer service and order-to-cash execution, ensuring accurate orders, invoicing, delivery visibility and timely issue resolution.
• Drive service improvement through customer collaboration, missed-sales analysis and corrective actions.
• Govern imports, customs clearance, bonded warehousing, inventory, 3PL operations and outbound distribution.
• Ensure shipment visibility, documentation accuracy, stock integrity and effective management of logistics partners.
• Ensure compliance with customs, excise, FSSAI, Legal Metrology, licensing, label registration and audit requirements.
• Own logistics budgets, provisions, cost control, productivity initiatives and vendor governance.
• Ensure effective SAP execution, KPI reporting, SOPs, controls and audit readiness.
• Lead automation, process improvement and cross-functional supply-chain projects supporting India growth.
• Lead and develop the India CSL team with clear accountability, cross-training and succession coverage.

Skills

Problem solving

Prioritisation

Negotiation

Stakeholder management

English proficiency

Excel & data analysis

Automation interest

Education

Graduate degree in Supply Chain / Logistics / Operations / Commerce / Engineering

Tools

SAP

ERP systems

Job description

Senior Manager - Customer Service Logistics India

Location: New Delhi, India

Function: Logistics Customer Service

Grade: G4

Workplace Type: Hybrid

Role Purpose

Lead end-to-end Customer Service Logistics for India, ensuring reliable product flow from source to customer, compliant and cost-effective operations, disciplined order-to-cash execution, strong customer experience, and an agile operating model that supports business growth. The role is the senior India coordination point for operational issue resolution and works across Commercial, Finance, Planning, Tax, Legal, Quality, regional Supply Chain teams, external authorities, customers and logistics partners.

Key Accountabilities

1. Customer Service Order Management

• Lead customer service and order-to-cash execution, ensuring accurate orders, invoicing, delivery visibility and timely issue resolution.
• Drive service improvement through customer collaboration, missed-sales analysis and corrective actions.

2. Logistics, Imports Distribution

• Govern imports, customs clearance, bonded warehousing, inventory, 3PL operations and outbound distribution.
• Ensure shipment visibility, documentation accuracy, stock integrity and effective management of logistics partners.

3. Regulatory Compliance

• Ensure compliance with customs, excise, FSSAI, Legal Metrology, licensing, label registration and audit requirements.
• Maintain audit-ready records and preventive controls to protect business continuity.

4. Planning, Inventory Cost

• Partner with planning teams to manage availability, inventory health, SLOB, bond expiry and supply risks.
• Own logistics budgets, provisions, cost control, productivity initiatives and vendor governance.

5. Systems, Controls Projects

• Ensure effective SAP execution, KPI reporting, SOPs, controls and audit readiness.
• Lead automation, process improvement and cross-functional supply-chain projects supporting India growth.

6. People Stakeholder Leadership

• Lead and develop the India CSL team with clear accountability, cross-training and succession coverage.
• Act as the senior India CSL coordination point across Commercial, Finance, Supply Chain, authorities and service providers.

Key Relationships

Internal

• India Commercial and Sales, Finance and Controls, Tax, Legal, Quality/Regulatory, Demand and Supply Planning, Procurement, HR, IT/GBS, India leadership, APAC CSL and regional/global Supply Chain teams.

External

• Customers, distributors, 3PLs, transporters, customs brokers/CHAs, bonded warehouses, co-packers, consultants, auditors, regulatory authorities and other service providers.

Experience, Education Skills

• Graduate degree in Supply Chain, Logistics, Operations, Commerce, Engineering or a related discipline; postgraduate qualification is an advantage.
• Typically 5-7 years of progressive experience in customer service, logistics, import/export, supply-chain operations or a related function, including meaningful team and stakeholder leadership.
• Strong preference for experience in Alcobev, beverages, FMCG or another highly regulated consumer-goods environment.
• Working knowledge of bonded warehousing, customs, excise, FSSAI, Legal Metrology, taxation interfaces and India import/export operations.
• Demonstrated experience with SAP or another ERP, process controls, reporting and systems/process implementation.
• Commercial understanding of logistics contracts, 3PL governance, freight and warehousing costs, budgeting, provisions and vendor payments.
• Strong problem-solving, prioritisation, negotiation and cross-functional stakeholder-management skills.
• Ability to work with ambiguity, manage urgent escalations and convert operational detail into clear decisions for senior leadership.
• Strong written and spoken English; confident communication with regional/global teams, customers, vendors and authorities.
• Advanced Excel and data-analysis capability; interest in automation, digital tools and continuous improvement.

Leadership Competencies

• Customer and business orientation
• Ownership and accountability
• Agility and calm issue resolution
• Strategic thinking with disciplined execution
• Influencing without authority
• Risk and compliance mindset

Disclaimer: This job posting and Location 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.