About the Role

The role of Assistant Manager – Client Servicing & Order Management involves managing end-to-end customer order processing and client servicing. This includes ensuring accurate order execution, timely deliveries, effective coordination with internal stakeholders, and high levels of customer satisfaction. The role involves monitoring the complete order lifecycle, resolving order-related issues, maintaining accurate records, and ensuring seamless coordination between Sales, Supply Chain, Distribution Centres (DCs), Logistics, Finance, and customers.

Key Responsibilities

Serve as the primary point of contact for assigned customers for order-related queries, delivery status, invoicing, and service issues.
Build and maintain effective working relationships with customers and internal stakeholders.
Ensure timely resolution of customer complaints, escalations, shortages, damages, and delivery discrepancies.
Proactively communicate order status, delivery delays, stock availability, and other service-related updates to customers.
Monitor customer satisfaction and identify opportunities to improve service quality.
Manage the complete order-to-delivery cycle, from receipt and validation of customer orders to dispatch, delivery confirmation, and closure.
Ensure accurate order entry and processing in SAP/ERP systems, including verification of item codes, quantities, pricing, delivery locations, and applicable terms.
Coordinate with Sales and Supply Chain teams to validate orders against customer requirements, stock availability, and agreed delivery schedules.
Monitor pending orders, backorders, order modifications, cancellations, and delivery commitments.
Ensure timely processing of sales orders, delivery documents, invoices, and other relevant documentation.
Track order fulfilment performance and proactively address bottlenecks affecting order execution.
Coordinate with DCs, warehouse teams, transporters, and logistics partners to ensure timely and accurate order fulfilment.
Monitor dispatch schedules, delivery timelines, order fill rates, and pending deliveries.
Follow up on stock shortages, picking and packing discrepancies, dispatch delays, and delivery failures.
Ensure proper coordination for returns, replacements, damaged goods, and customer claims.
Work with the inventory and planning teams to highlight recurring stock availability issues and their impact on customer service.
Prepare and maintain daily, weekly, and monthly reports on order status, pending orders, dispatches, deliveries, and customer complaints.
Monitor key performance indicators such as order fulfilment rate, on-time delivery, order accuracy, pending order ageing, and complaint closure time.
Analyse recurring service issues and recommend corrective and preventive actions.
Maintain accurate records of customer communications, order changes, escalations, and resolution status.
Provide timely updates to management on critical orders, service failures, and operational bottlenecks.
Identify gaps in order processing, customer servicing, and interdepartmental coordination, and recommend process improvements.
Ensure compliance with established SOPs, documentation requirements, and internal controls.
Support process standardisation and automation initiatives within order management and customer servicing.
Ensure data accuracy and confidentiality across customer records and business transactions.
Work towards improving operational efficiency, reducing order processing errors, and enhancing customer experience.

Requirements

Graduate in Commerce, Business Administration, Supply Chain Management, or a related discipline.
5–8 years of relevant experience in client servicing, sales operations, order management, or supply chain coordination, preferably in FMCG, food distribution, or a related industry.
Experience in managing customer orders, order fulfilment, delivery coordination, and customer escalations.
Working knowledge of SAP or other ERP systems, along with MS Excel and MIS reporting.
Strong coordination, communication, problem-solving, and analytical skills.
Ability to manage multiple priorities, monitor service commitments, and work effectively with cross-functional teams.
Customer-focused approach with strong attention to detail, ownership, and follow-through.

Preferred Qualifications

MBA / PGDM in Operations, Supply Chain, or Business Management.

Location & Work Mode

Location: Head Office / As Assigned
Work Mode: Onsite

Client Servicing