Associate/Assistant Manager - Order Management System

Job Purpose

The Assistant Manager OMS will be responsible for managing end-to-end order processing through the Order Management System, ensuring accurate, timely, and compliant order fulfillment across all channels. The role plays a critical part in improving customer service levels, order accuracy, and coordination between sales, logistics, finance, and warehouse teams in a fast-paced FMCG environment.

Key Responsibilities

Order Management & Fulfillment

• Oversee end-to-end order lifecycle from order receipt to delivery and billing through OMS.
  
• Ensure accurate order entry, validation, allocation, invoicing, and closure as per SLAs.
  
• Monitor daily order flow, backlog, and exception management.
  
• Manage order prioritization based on demand, stock availability, and customer commitments.
  

System & Process Management

• Act as the key OMS super-user; ensure system accuracy and adherence to SOPs.
  
• Identify system gaps, process inefficiencies, and drive continuous improvement initiatives.
  
• Coordinate with IT/ERP teams for OMS enhancements, issue resolution, and UAT testing.
  
• Ensure master data accuracy (customer, pricing, routes, credit limits).
  

Coordination with Inventory and Logistics:

• Coordinate with inventory teams to ensure product availability and accurate stock levels.
• Work closely with logistics and warehouse teams to ensure timely dispatch and delivery of orders.
• Manage backorders, order prioritization, and allocation based on inventory status and customer requirements.

Cross-Functional Coordination

• Liaise with Sales, Planning, Warehouse, Logistics, Finance, and Customer Service teams to ensure seamless order execution.
  
• Resolve order-related issues including stock shortages, delivery delays, pricing discrepancies, and credit blocks.
  
• Support sales teams with order visibility, delivery commitments, and escalation handling.
  

Performance Monitoring & Reporting

• Track and analyze KPIs such as OTIF, order accuracy, fill rate, backlog, and customer complaints.
  
• Prepare daily/weekly/monthly OMS dashboards and management reports.
  
• Support audits and compliance requirements related to order processing.
  

Customer Service & Compliance

• Ensure high customer satisfaction by meeting delivery timelines and service expectations.
  
• Handle key customer escalations professionally and proactively.
  
• Ensure compliance with company policies, trade schemes, taxation norms, and statutory requirements.
  

Team Support & Development

• Guide and support executives handling order processing.
  
• Ensure team adherence to processes and service benchmarks.
  
• Participate in training, onboarding, and process documentation.
  

Key Skills & Competencies

• Strong understanding of FMCG order-to-cash processes
  
• Hands-on experience with OMS / ERP systems (SAP, Oracle, D365, or similar)
  
• Excellent analytical and problem-solving skills
  
• Strong stakeholder management and coordination abilities
  
• High attention to detail and process orientation
  
• Ability to work in high-volume, fast-paced environments
  

Qualifications & Experience

• Bachelors degree in Supply Chain, Operations, Commerce, or related field
  
• 7 years of experience in Order Management / Customer Service / Supply Chain operations (FMCG preferred)
  
• Experience handling multi-channel orders (GT, MT, E-commerce, Institutional) is an advantage
  

Key Performance Indicators (KPIs)

• On-Time In-Full (OTIF) performance
  
• Order accuracy & billing error rate
  
• Backlog and order cycle time
  
• Customer service levels and complaint resolution
  
• OMS data accuracy and compliance