Supervisor Customer Service

Donaldson; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Donaldson seeks a seasoned Supply Chain / Customer Service professional in Gurugram to lead end-to-end order booking, delivery planning, and customer liaison for MS accounts. You will monitor OTD targets, coordinate with operations, quality, finance, and logistics, and drive process improvements.

The role requires 5–6 years of relevant experience, a degree or diploma, and proficiency in Oracle and MS Excel/Word.

Qualifications

• Degree or diploma in a relevant field (logistics, supply chain, or business).
• 5–6 years of experience in customer service or supply chain roles.
• Proficient with Oracle and MS Excel/Word.

Responsibilities

• Oversees customer service operations and liaison with MS customers for routine supply chain tasks and issue resolution.
• Maintain and track On-Time Delivery (OTD) targets with internal teams (Operations, Quality, Finance, Logistics).
• Manage customer-specific supply chain portals and update data per SLA requirements.
• Coordinate with pricing, billing, and logistics teams for invoicing and data accuracy.
• Support sales in achieving monthly/quarterly targets through seamless order management.

Skills

Oracle Experience

MS Word

MS Excel

Education

Degree/Diploma

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 Responsibiliites

• 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.

Donaldson Company has been made aware that there are several recruiting scams that are targeting job seekers. These scams have attempted to solicit money for job applications and/or collect confidential information, Donaldson will never solicit money during the application or recruiting process. Donaldson only accepts online applications through our Careers | Donaldson Company, Inc. website and any communication from a Donaldson recruiter would be sent using a donaldson.com email address. If you have any questions about the legitimacy of an employment opportunity, please reach out to [e-mail] to verify that the communication is from Donaldson.

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.