Supply Chain Manager - (Mumbai)

Position Summary

We are seeking a proactive and experienced Order Management & Customer Service Team Leader to oversee the end-to-end order-to-dispatch cycle. This role requires seamless coordination across order booking, invoicing, dispatch operations, and customer interactions. The incumbent will be responsible for managing escalations, driving timely execution, and ensuring excellent customer experience by collaborating with cross-functional teams including Sales, Finance, and Warehousing.

Key Responsibilities

• Lead the entire order management lifecycle from order entry to invoicing, dispatch, and final delivery.
• Actively follow up on pending or delayed dispatches with warehouse teams to ensure throughput targets are met.
• Manage timely scrap disposal in coordination with relevant business functions.
• Conduct regular reviews of open sales orders with the business team to ensure timely closure and revenue realization.
• Resolve customer queries and escalations efficiently through email and phone support.
• Coordinate with the Finance team to address billing-related concerns and ensure accurate order processing.
• Monitor and optimize the order-to-dispatch-to-delivery workflow for seamless operations.
• Analyze performance reports and booking trends, converting data into actionable insights.
• Develop and implement process improvements to enhance order management and customer service quality.
• Oversee and manage the issuance and tracking of credit notes.
• Lead, coach, and develop a team of ~10 members; ensure structured training and continuous development.
• Design and manage dashboards and performance reports using Power BI and Advanced Excel.

Key Skills & Competencies

• Strong understanding of order-to-cash cycles and customer service processes.
• Proven experience in leading teams (~10 members) within order management or customer service functions.
• Proficiency in Power BI, Advanced Excel, and creating interactive dashboards.
• Effective at cross-functional collaboration with Sales, Finance, and Warehousing.
• Excellent in problem-solving, with the ability to analyze data and derive business insights.
• Strong verbal and written communication skills with a customer-first mindset.
• Demonstrated ability to drive process efficiency and manage escalations proactively.
• High level of accountability, ownership, and team leadership.

Qualification & Experience

• Bachelor’s degree in any discipline.
• 6–8 years of relevant experience in order management, customer service, or supply chain operations, with at least 2–3 years in a team leadership role.
• Prior experience in B2B/industrial product-based environments is preferred.