Order Fulfilment & Customer Success Manager

Job Details

• Job title: Order Fulfilment & Customer Success Manager
• Department: Operations
• Experience: 5-12 Years

Role Summary

We are looking for a highly execution-driven Order Fulfilment & Customer Success Manager to take complete ownership of the customer delivery lifecycle-from receipt of the Sales Order/Purchase Order through installation, commissioning, customer handover, and final project closure. The ideal candidate will act as the single point of accountability for ensuring seamless order execution, on-time delivery, and superior customer experience by coordinating multiple cross-functional teams throughout the project lifecycle.

Key Responsibilities

• Take complete ownership of customer orders immediately after receipt of the Purchase Order (PO) or Sales Order (SO).
• Manage the complete Order-to-Installation lifecycle, ensuring timely and efficient execution.
• Coordinate closely with Sales, Procurement, Operations, Projects, Service Teams, Depots, and Logistics to ensure seamless project execution.
• Ensure timely availability of containers, equipment, and resources required for customer delivery.
• Monitor fabrication, modification, transportation, installation, and commissioning schedules.
• Conduct regular order review meetings and track project milestones.
• Identify execution risks and proactively resolve issues before customer commitments are impacted.
• Coordinate with vendors, transporters, technicians, and internal stakeholders to ensure smooth execution.
• Ensure successful installation, commissioning, customer handover, and project sign-off.
• Work closely with the Finance team to ensure timely billing readiness after successful delivery.
• Maintain and update the Order-to-Installation Dashboard and MIS reports with accurate project status.
• Build strong customer relationships by providing regular project updates and ensuring a smooth customer journey.
• Drive continuous process improvements to enhance operational efficiency and customer satisfaction.

Key Performance Indicators (KPIs)

• Achieve On-Time Delivery (OTD) above 95%.
• Reduce Order-to-Installation cycle time.
• Minimize customer complaints during delivery and installation.
• Ensure timely customer handover and billing readiness.
• Improve cross-functional coordination and execution efficiency.
• Maintain accurate project tracking and reporting.

Required Qualifications

• Bachelors Degree in Engineering, Operations Management, Supply Chain, Logistics, or a related field.
• 5-12 years of experience in Operations, Project Execution, Customer Success, Order Fulfilment, Logistics, or Supply Chain.
• Proven experience in managing end-to-end customer order execution.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent communication, planning, and problem-solving abilities.

Skills & Competencies

• End-to-End Order Fulfilment
• Customer Success Management
• Project Coordination & Execution
• Customer Delivery Management
• Cross-Functional Team Coordination
• Vendor & Transporter Management
• Installation & Commissioning Coordination
• Risk Identification & Escalation Management
• Customer Relationship Management
• Problem Solving & Decision Making
• Time Management & Deadline Orientation
• Strong Ownership & Accountability

Ideal Candidate Profile

• Has independently managed customer orders from PO receipt through installation, commissioning, and customer handover.
• Experienced in coordinating Operations, Procurement, Service, Logistics, Vendors, Transporters, and Customers.
• Comfortable managing multiple customer projects simultaneously while meeting strict deadlines.
• Proactively identifies and resolves execution challenges rather than relying solely on escalations.
• Possesses a strong execution mindset with a focus on operational excellence and customer satisfaction.
• Demonstrates excellent ownership, communication, and stakeholder management skills.