Senior
Assistant Manager - Customer Service & Order Processing
About the Role
As the Assistant Customer Service Manager – Order Processing, you will lead the Customer Service team to ensure seamless order management, exceptional customer experience, and efficient order fulfilment. You will work closely with cross-functional teams to drive operational excellence, resolve customer issues, and continuously improve service performance.
Key Responsibilities
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Lead the end-to-end customer order processing cycle, ensuring timely, accurate, and compliant order fulfilment.
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Manage and coach the Customer Service team to deliver high service standards and achieve operational KPIs.
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Collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing teams to ensure seamless order fulfilment.
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Resolve customer escalations, requests, queries, and complaints while driving effective service recovery.
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Monitor customer service performance, analyse trends, and implement continuous improvement initiatives.
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Drive process standardisation, automation, and operational efficiency across customer service operations.
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Develop and present operational dashboards and insights to support business decisions and service governance.
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Ensure compliance with company policies, internal controls, audit requirements, and service level agreements (SLAs).
Requirements
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Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, Commerce, or a related field.
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Minimum 5–7 years' experience in Customer Service, Order Management, Supply Chain, Logistics, or related functions.
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At least 1–3 years of people management experience leading customer service or operations teams.
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Proven experience managing end-to-end order-to-delivery processes and customer issue resolution.
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Strong stakeholder management skills with experience working across cross-functional teams.
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Experience using ERP systems (preferably SAP), Microsoft Excel, Power BI, and reporting tools.
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Strong analytical, problem-solving, communication, and leadership capabilities with a customer-centric mindset.
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FMCG, manufacturing, beverage, pharmaceutical, or other fast-paced supply chain experience is highly preferred.
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