Associate Manager – Customer Services & Logistics

Overview

Location : Gummidipundi

Position Objective :

• To own the complete domestic customer order process – from order receipt until delivery as per agreed terms – from all distribution warehouses (Factory warehouse, 3PL warehouse and C&F locations).
• To act as the contact point for the domestic Sales team to fulfil customer order requirements.
• To manage customer returns, deliveries and secondary freight cost for the domestic business.
• C&F order processing, Factory warehouse and 3PL warehouse customer order processing report to this role.
• Working in factory environment.
• Interacts with internal and external customers.

Responsibilities

• Own the processing of all domestic Sales orders in M3 – accurate and on time – for Factory warehouse, 3PL warehouse and all C&F locations.
• Ensure every customer order is delivered as per agreed terms (quantity, date and delivery terms) from the right distribution warehouse.
• Act as the contact point for the domestic Sales team; handle spot and urgent requirements and prioritise based on stock and customer commitment.
• Keep the Sales team informed in real time on order status, stock position, QC release and expected delivery; inform delays in advance, not after the event.
• Coordinate with Planning, Production and QC on stock availability and QC release for open orders.
• Review open and overdue orders daily and drive them to closure; know the status of every open order at fingertip level.
• Lead and monitor order processing at C&F, Factory warehouse and 3PL warehouse; ensure billed goods are dispatched the same day.
• Track deliveries and proof of delivery; resolve transit and delivery issues with transporters and C&F.
• Manage customer returns end to end – approval, physical receipt, QC check, stock posting and credit note – in coordination with Sales, QC and Finance.
• Handle customer complaints on short, damaged, wrong or delayed deliveries; find the root cause, close within timeline and track complaint trends.
• Own secondary freight cost; review freight rates, vehicle utilisation and load/route planning to optimise cost.
• Verify transporter and C&F freight bills before submission to Finance; track freight cost against budget.
• Ensure full compliance in invoicing, returns and credit notes – e-invoice, e-way bill, LR copy, POD, gate entry and credit notes as per GST rules and company policy.
• Ensure domestic pricing in M3 is correct and as per the approved price list; no invoice to be raised at a wrong price.
• Keep records audit-ready and support ISO, Customer, Worldwide Internal and GST audits; close audit observations on time.
• Ensure zero difference between book stock and physical stock at all distribution warehouses.
• Act as key user of M3 for domestic order management; own KAI ERP testing and follow up system issues with IT.
• Share regular reports on OTIF, secondary freight cost, complaints, returns and open orders.
• Lead, guide and monitor the Executive and order processing teams; ensure proper backup so that operations do not stop in anyone’s absence.
• Escalate critical issues to the Sr. Manager with facts and proposed solutions.
• Identify process gaps, implement best practices and contribute to SOPs for customer service and domestic logistics.
• Collaborate with the Sales team to gather and review customer order details.
• Ensure accurate and timely processing of customer orders in the system.
• Proactively inform the Sales team about the stock position and potential delays to avoid stock-out situations.
• Coordinate with relevant departments to confirm product availability and delivery timelines.
• Work closely with logistics partners and internal teams to organize and optimize domestic transportation of goods.
• Monitor shipment schedules, track deliveries, and address any logistical challenges that may arise.
• Manage 3rd party depot operations for order management and ensure timely delivery.
• Collaborate with the Planning and C&F team to ensure efficient stock management and timely dispatch of products.
• Act as a liaison between the Sales team and internal departments to facilitate clear communication and understanding of customer requirements.
• Provide real-time updates to the Sales team regarding order status, stock availability, and potential delays.
• Proactively communicate any issues or challenges that may impact the order fulfillment process.
• Address and resolve any issues related to order fulfillment or logistics, working proactively to find solutions.
• Escalate complex issues to higher management when necessary and provide recommendations for improvement.
• Maintain accurate records of customer orders, shipments, and logistics activities.
• Ensure compliance with all documentation requirements for domestic shipments.
• Document and track customer complaints and transit insurance claims for reporting and analysis.
• Continuously evaluate and identify opportunities to improve the efficiency of customer service and logistics processes.
• Implement best practices and contribute to the development of standard operating procedures

Qualifications

• Graduate (MBA / PG in Supply Chain preferred) with 10+ years of experience in Customer Services and Logistics, preferably in a manufacturing or 3PL company.
• Hands-on experience in domestic order processing, C&F / 3PL operations and transport management.
• Working knowledge of M3 or similar ERP and GST documentation (e-invoice, e-way bill).