Manager- OMS

Job Purpose

The Manager OMS will be responsible for managing end-to-end order processing through the Order Management System, ensuring accurate, timely, and compliant order fulfillment across all channels. The role plays a critical part in improving customer service levels, order accuracy, and coordination between sales, logistics, finance, and warehouse teams in a fast-paced FMCG environment.

Key Responsibilities:

Order Management & Fulfilment:

• Oversee end-to-end order lifecycle from order receipt to delivery and billing through OMS.
• Ensure accurate order entry, validation, allocation, invoicing, and closure as per SLAs.
• Monitor daily order flow, backlog, and exception management.
• Manage order prioritization based on demand, stock availability, and customer commitments.

System & Process Management

• Act as the key OMS super-user; ensure system accuracy and adherence to SOPs.
• Identify system gaps, process inefficiencies, and drive continuous improvement initiatives.
• Coordinate with IT/ERP teams for OMS enhancements, issue resolution, and UAT testing.
• Ensure master data accuracy (customer, pricing, routes, credit limits).

Coordination with Inventory and Logistics:

• Coordinate with inventory teams to ensure product availability and accurate stock levels.
• Work closely with logistics and warehouse teams to ensure timely dispatch and delivery of orders.
• Manage backorders, order prioritization, and allocation based on inventory status and customer requirements.

Cross-Functional Coordination

• Liaise with Sales, Planning, Warehouse, Logistics, Finance, and Customer Service teams to ensure seamless order execution.
• Resolve order-related issues including stock shortages, delivery delays, pricing discrepancies, and credit blocks.
• Support sales teams with order visibility, delivery commitments, and escalation handling.

Performance Monitoring & Reporting

• Track and analyze KPIs such as OTIF, order accuracy, fill rate, backlog, and customer complaints.
• Prepare daily/weekly/monthly OMS dashboards and management reports.
• Support audits and compliance requirements related to order processing.

Customer Service & Compliance

• Ensure high customer satisfaction by meeting delivery timelines and service expectations.
• Handle key customer escalations professionally and proactively.
• Ensure compliance with company policies, trade schemes, taxation norms, and statutory requirements.

Team Support & Development

• Guide and support executives handling order processing.
• Ensure team adherence to processes and service benchmarks.
• Participate in training, onboarding, and process documentation.

Key Skills & Competencies

• Strong understanding of FMCG order-to-cash processes
• Hands-on experience with OMS / ERP systems (SAP, Oracle, D365, or similar)
• Excellent analytical and problem-solving skills
• Strong stakeholder management and coordination abilities
• High attention to detail and process orientation
• Ability to work in high-volume, fast-paced environments

Qualifications & Experience

• Bachelor's degree in supply chain, Operations, Commerce, or related field

• 8 years of experience in Order Management / Inventory & Warehouse / Supply Chain operations (FMCG preferred)

• Experience handling multi-channel orders (GT, MT, E-commerce, Institutional) is an advantage