Customer Operations Manager

Dot & Key Skincare · India

Job Title: Customer Operations Manager (B2B Order Management & Fulfilment)

Location: Kolkata (Onsite - Work from Office)

About the Role: We are looking for a customer-centric and execution-driven Customer Operations Manager to oversee end-to-end B2B order management and fulfilment operations. The role will be 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.

Key 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 SLAs, order fill rates, and on-time delivery performance.

• Maintain accurate order records, operational MIS, and identify process improvement opportunities to enhance customer service.

Preferred Skills & Know-how:

• 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 ERP systems (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.

Experience Requirements:

• Graduate/Post Graduate in Supply Chain, Operations, Commerce, Business Administration, or a related discipline.

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

• Prior experience in FMCG, Consumer Goods, Retail, or E-commerce will be preferred.