Head Of Consumable Operations

The National Head - Customer Service & Logistics will lead the end-to-end customer service, order management, warehousing coordination, and logistics agenda across India. The role is accountable for delivering reliable order fulfilment, compliant operations, efficient logistics partnerships, and consistently strong customer experience across a network of 20 stock points.

The position manages 3 direct reports and more than 25 indirect reports, providing strategic direction, operational governance, capability building, and performance oversight to the pan-India customer service and logistics team.

Key Stakeholders:

Internal: Sales, Finance, Legal, Regulatory, and Administration teams.

External: Customers, third-party logistics service providers, transporters, and courier vendors.

Key Responsibilities:

• Own the national order-to-delivery process and establish consistent service standards across all stock points.
• Ensure accurate and timely order processing, allocation, fulfilment, invoicing coordination, and delivery tracking.
• Monitor order backlogs, service exceptions, returns, claims, and customer escalations; drive timely resolution and root-cause correction.
• Partner with Sales and Finance to align order priorities, credit or commercial dependencies, inventory availability, and customer commitments.
• Define and track customer service metrics, operating dashboards, review mechanisms, and escalation protocols.
• Lead logistics operations across the national distribution network, balancing service, speed, cost, capacity, and compliance.
• Manage relationships and performance of 3PL partners, transporters, and courier vendors through defined service levels and regular business reviews.
• Own contract coordination, commercial evaluations, renewals, and onboarding of logistics service providers in collaboration with Legal, Finance, and Procurement or Administration stakeholders, as applicable.
• Assess new logistics requirements, network capacity, route needs, and service models to support business growth.
• Prepare and manage logistics budgets, monitor actual expenditure, identify variances, and deliver sustainable cost improvements.
• Ensure readiness for statutory and internal audits across customer service and logistics operations.
• Maintain appropriate records, standard operating procedures, control evidence, licenses, vendor documents, and corrective-action trackers.
• Coordinate audit responses, close observations within agreed timelines, and strengthen controls to prevent recurrence.
• Establish governance routines across stock points to ensure process consistency, accountability, and transparent reporting.
• Liaise with Regulatory, Legal, Finance, and local operating teams to support ongoing compliance at all stock points.
• Coordinate the availability, renewal, and documentation of applicable drug licenses, GST registrations, trade licenses, and other required approvals.
• Monitor compliance requirements affecting warehousing, distribution, transportation, invoicing, and customer service processes.
• Escalate compliance risks promptly and ensure agreed remediation actions are implemented and documented.
• Lead, supervise, and develop the pan-India customer service and logistics organization comprising 3 direct reports and more than 25 indirect reports.
• Set clear goals, role accountabilities, performance standards, and review cadences for national and stock-point teams.
• Build team capability through coaching, process training, knowledge sharing, succession planning, and cross-functional exposure.
• Promote a culture of customer focus, ownership, collaboration, compliance, and continuous improvement.
• Ensure adequate workforce planning, workload allocation, and backup coverage for business continuity.
• Lead projects focused on logistics cost optimization, distribution-network optimization, customer delight, and faster order fulfilment.
• Use operational data to identify bottlenecks, prioritize improvement opportunities, and measure the impact of interventions.
• Drive process standardization, automation opportunities, and scalable ways of working across stock points.

Candidate Profile:

Education and Experience:

• Graduate degree in supply chain management, logistics, operations, business administration, commerce, or a related discipline; a postgraduate qualification is advantageous.
• Substantial experience in customer service, order management, logistics, distribution, or supply-chain operations, including leadership responsibility across multiple locations.
• Demonstrated experience managing 3PL partners, transporters, service contracts, budgets, audits, and regulatory coordination.
• Experience leading geographically distributed teams and working with senior cross-functional stakeholders.
• Exposure to regulated distribution environments and pan-India stock-point operations is strongly preferred.

Knowledge and Skills:

• Strong understanding of order-to-delivery processes, logistics operations, vendor governance, budgeting, and service-performance management.
• Working knowledge of audit controls and applicable operational licenses and registrations, including drug license (good to have, not must), GST, and trade license requirements.
• Strong analytical ability, commercial judgement, negotiation skills, and problem-solving discipline.
• Ability to translate business priorities into operating plans, service levels, dashboards, and measurable outcomes.
• Clear written and verbal communication, stakeholder management, and executive-level presentation skills.
• Comfort with enterprise systems, operational reporting tools, and data-led decision-making.