Job Description

The Opportunity

The Assistant Manager – Customer Service & D2C Fulfillment owns the end-to-end order-to-delivery journey for wholesale and direct-to-consumer (D2C) channels across assigned markets. The role combines customer operations (order processing, issue resolution, KPIs) with e-commerce fulfillment (last-mile coordination, 3PL performance management), driving OTIF, TAT, and customer experience. You’ll collaborate daily with Sales, Demand Planning, Finance, and 3PL partners to ensure accurate orders, fast cycle times, and data integrity in SAP/WMS. 

Job Responsibilities

  • Customer Service Operations
  • Manage accurate, timely order entry and changes; monitor orders through fulfillment and invoicing; ensure invoice accuracy.
  • Lead proactive communications with customers, Sales, Finance, Supply Chain on order status, constraints, and resolutions. 
  • Resolve service requests and critical issues (stock, shipping conflicts, special handling, transitions) to deliver on time and complete. 
  • Own customer master data enablement and maintenance in SAP. 
    Run monthly KPI reviews (US/UK interfaces) to surface trends and actions. 
  • D2C / E-commerce Fulfillment
  • Orchestrate daily D2C fulfillment flow: - management with warehouse/3PL. (Blended from fulfillment scope).
  • Coordinate last-mile partners and brokers for smooth cross-border and domestic deliveries; track SLA adherence and recovery plans. 
  • Maintain SKU-level readiness (packaging/labels), and ensure alignment on cut-offs, staging windows, and carrier pickup schedules. 
  • Performance, Reporting & Continuous Improvement
    • Build and monitor Order-to-Delivery KPIs and scorecards: Fill Rate, OTIF, TAT, complaint resolution time; publish weekly/monthly insights and corrective actions by customer/market. 
    • Partner with Planning, Warehouse and Transportation on root-cause analysis (inventory accuracy, dock capacity, carrier performance) and drive CI projects. 
    • Ensure MIS/data accuracy and standardized reporting across channels. 
  • Cross-Functional & Governance
    • Align with Sales on allocations, substitutions, and transitions during constraints; communicate impacts to customers. 
    • Work with Finance/AR on credit readiness and clean invoicing; escalate risks early. 

    • • Enforce SOPs for order release, warehouse handovers, and internal communication threads with Customs/Logistics/Warehouse teams. 

    Success Metrics (KPIs)

  • OTIF: On-time, in-full delivery performance improvement vs. baseline. 
    TAT: Order-to-Dispatch / Order-to-Delivery cycle time reduction.
  • Fill Rate & Backorder Rate by channel/customer. 
    Customer Complaints: resolution lead time and recurrence rate. 
    Master Data & MIS Accuracy (SAP/WMS). 

    • Skills & Competencies

  • Strong analytical, interpersonal, and project management skills; detail-oriented and able to multitask in a fast-paced environment. 
  • Excellent written and verbal communication with suppliers, customers, and cross-functional teams. 
  • Customer-first mindset with bias for action and escalation clarity.
  • Familiarity with warehouse operations and 3PL management. 

    • Tools & Systems

  • Proficiency in Microsoft Office (Excel, PowerPoint, Word) and exposure to SAP, inventory and WMS platforms; advantage if experienced with e-commerce order/fulfillment tools and dashboards. 

    • Qualification & Experience Requirements

    • Bachelor’s degree in Business, Logistics, Supply Chain, or related field. 
    • 4–5+ years in Customer Service / Order Management and/or E-commerce Fulfillment, preferably within CPG or logistics environments. 

    Where and How You Will Work

    The opportunity will be based in Mumbai, Andheri East with hybrid working arrangements available, which allows you greater choice in how you work and live, giving you a better work-life balance.

    What We Would Like to Offer You

    The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health, pension & competitive salary.

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