Customer Operations Manager (B2B Order Management & Fulfilment)

Job Summary

We are seeking a customer-centric and execution-driven Customer Operations Manager to oversee end-to-end B2B order management and fulfilment operations. This role is responsible for ensuring timely order processing, seamless coordination across Supply Chain, Warehouse, Logistics, and Sales teams, while delivering an exceptional customer experience through proactive communication and operational excellence.

Responsibilities

• Manage the complete order lifecycle from order receipt through fulfilment, dispatch, and successful delivery.
• Coordinate with Planning, Supply Chain, Warehouse, Logistics, and Sales teams to ensure timely order execution and inventory availability.
• Monitor order processing, dispatch schedules, delivery timelines, and proactively resolve fulfilment bottlenecks.
• Act as the primary point of contact for customers on order status, delivery updates, and operational queries.
• Share regular order tracking, dispatch, and fulfilment reports with customers and internal stakeholders.
• Ensure adherence to customer Service Level Agreements (SLAs), order fill rates, and on-time delivery performance.
• Maintain accurate order records, operational Management Information Systems (MIS), and identify process improvement opportunities to enhance customer service.

Qualifications

• Graduate or Post Graduate degree in Supply Chain, Operations, Commerce, Business Administration, or a related discipline.
• Strong understanding of B2B Order Management, Customer Operations, and Fulfilment processes.
• Hands-on experience in Supply Chain coordination, Inventory Management, and Logistics Operations.
• Proficiency in MS Excel and Enterprise Resource Planning (ERP) systems such as SAP, Oracle, Microsoft Dynamics, or similar.
• Strong stakeholder management, communication, and problem-solving skills.
• Ability to manage multiple customers, prioritize tasks, and drive operational excellence in a fast-paced environment.

Preferred Skills

• Prior experience in Fast-Moving Consumer Goods (FMCG), Consumer Goods, Retail, or E-commerce sectors.

Experience

• 5 to 7 years of experience in Order Management, Customer Operations, Supply Chain Coordination, or Fulfilment Operations.

Environment

• Location: Kolkata
• Work Setting: Onsite, Work from Office