Supervisor Customer Service

DIFS Donaldson India Filter Systems Pvt Ltd; Gurgaon; On-site; INR 650,000 - 950,000; Full time

Job summary

Donaldson India Filter Systems Pvt Ltd is seeking a seasoned SCM and customer service professional in Gurgaon. You will oversee order management, coordinate with operations, finance and quality teams, and ensure on-time delivery for MS customers. You will also lead process improvements and trainings at the plant level.

Requires 5–6 years of experience, proficiency in Oracle and MS Office, and fluency in Hindi and English. Some travel may be required.

Qualifications

• 5-6 years of relevant experience in SCM and customer service.
• Proficiency in Oracle and MS Office suite.
• Fluent in Hindi and English, willingness to travel.

Responsibilities

• Oversees and monitors customer service operations; liaises with MS customers for routine supply chain activities.
• Maintain On-Time Delivery targets and coordinate reviews with Operations, Quality, Finance and Logistics.
• Manage customer-specific supply chain portals and update data per SLA requirements.
• Support sales in achieving targets through order management and customer coordination.
• Process credit notes and coordinate with Finance for settlements.

Skills

Customer service

Supply chain coordination

Team mentoring

Leadership

Education

Degree/Diploma

Tools

Oracle

MS Word

MS Excel

Job description

Donaldson is committed to solving the world’s most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make meaningful contributions at work and in communities.

Key Responsibilities

• Oversees and monitors the customer service operations and act as primary liaison with MS customers for routine supply chain operations, order status updates, and issue resolution.
• Attend compliance, and process enhancement trainings; implement relevant initiatives at the plant level for team in DIFS.
• Maintain and track OTD (On-Time Delivery) targets, coordinating reviews with internal teams such as Operations, quality, Finance logistics etc).
• Manage customer-specific supply chain portals and update key data as per SLA requirements.
• Maintain all commercial correspondence and serve as the first point of contact for assigned customers.
• Coordinate with global pricing team for updating of pricing in system.
• Coordinate with MS customers for customer surveys and score cards.
• Plans and establishes day-to-day objectives for team for managing end-to-end order booking and execution processes, including supply chain planning for assigned MS customers.
• Assigns tasks to a team to achieve operational targets (example- set TAT for order booking in system from customer portals and timely response to queries and effective resolutions without escalations).
• Support sales team in achieving monthly, quarterly, and annual sales targets through seamless order management and customer coordination.
• Manage end-to-end order booking and execution processes, including supply chain planning for assigned MS customers.
• Share invoices and dispatch details with customers and ensure alignment on delivery schedules.
• Maintain and track OTD (On-Time Delivery) targets, coordinating reviews with internal teams.
• Act as primary liaison with MS customers for routine supply chain operations, order status updates, and issue resolution.
• Attend global SCM, compliance, and process enhancement trainings; implement relevant initiatives at the plant level for assigned business units.
• Monitor order availability, production schedules, and supply status, ensuring timely communication with customers.
• Coordinate with customers and internal quality team for monthly score card gap analysis.
• Coordinate with MS customers for bi-yearly customer survey.
• Coordinate with Import and Logistics teams for availability of imported materials and with PPC, Purchase, and Logistics teams for local parts.
• Handle customer quality concerns, in-transit losses, and damage claims in collaboration with Quality and Logistics teams.
• Ensure timely receipt of monthly schedules from customers and followed up proactively to avoid disruptions.
• Coordinate with global pricing team for updating of pricing in system.
• Manage customer-specific supply chain portals and updated key data as per SLA requirements.
• Process credit notes and coordinated with finance for customer claim settlements.
• Facilitate new customer onboarding and credit proposals using centralized MDM platforms.
• Maintain all commercial correspondence and served as the first point of contact for assigned customers.
• Confirm monthly sales recognition in coordination with finance and sales teams.
• Collaborate with planners to input and maintain accurate forecasts in the system

Education Qualification

Degree/Diploma

Technical Competence & Skills

Oracle Experience MS word/Excel

Leadership Competence

Handling & mentoring Team Daily problem solving Dealing with OEM customers

Relevant Experience

5-6 years

Others

(% of travel, language, etc.): Hindi, English

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Equality & Inclusion Policy

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Company Information

Donaldson Company helps solve some of the world's most complex filtration and contamination control challenges, and is one of the largest global providers of unique filtration technologies and high-quality filters and parts. Our filtration technologies and products are used every day, in a variety of industries and environments, including aerospace, agriculture, construction, food and beverage, manufacturing, mining, power generation, transportation and many more. Key to our success, our 14,000 employees support customers at sales, manufacturing and distribution centers from over 140 locations on six continents. The filtration market continues to grow. Customers' needs for filtration solutions continue to evolve. And the opportunities for our products and our people continue to expand.

Learn more at www.donaldson.com.