Assistant Manager - Customer Service & Logistics

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for our business partners.

We offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Our commitment to customization allows us to create flexible solutions, whether it’s a unique specification, custom packaging, or tailored logistics strategies.

With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, we reduce complexities and mitigate risks, empowering our partners to focus on growing their business.

In furtherance of that goal, Actylis is seeking new members of the team. This expansion, coupled with a comprehensive benefits package, and opportunities for challenge and growth, make Actylis the ideal place to work and thrive. We hope you’ll consider joining us!

Position Summary

(Job Location - Mumbai, India)

The Assistant Manager – Customer Service & Logistics is responsible for managing end-to-end order management, customer service, and logistics execution across all BUs. The role ensures seamless order fulfillment, customer satisfaction, and logistics execution by integrating order management with dispatch, transportation, warehousing, and import/export operations.

This position acts as a key interface between customers, sales, and internal supply chain functions (planning, procurement, logistics, QA, regulatory), ensuring high service levels, compliance, and operational efficiency.

Key Duties & Responsibilities

1. Order Management & Fulfillment Execution
•    Manage end-to-end order lifecycle (order entry, validation, scheduling, dispatch, invoicing)
•    Ensure zero-defect order processing and system discipline
•    Monitor order status, inventory availability, and service commitments
•    Track order execution and proactively manage delays, cancellations, or rescheduling
•    Ensure alignment with customer contracts, pricing approvals, and delivery commitments

2. Customer Service & Experience Management
•    Act as primary interface for customer communication on order status, delivery timelines, and queries
•    Ensure prompt response and closure of customer inquiries
•    Manage customer expectations through proactive communication
•    Drive customer satisfaction and service excellence initiatives
•    Capture customer feedback and implement improvements

3. Import & Export Process & Documentation
•    Manage end-to-end import/export execution including documentation, compliance, and coordination
•    Ensure accuracy of shipping documents (Invoice, Packing List, COA, LC documentation, permits)
•    Coordinate with freight forwarders, CHA, shipping lines, and regulatory bodies
•    Ensure compliance with Pharma/Chemical regulatory frameworks (GMP, controlled substances, export license requirements)
•    Monitor shipment movements and ensure timely customs clearance
4. Distribution, Dispatch Planning & Execution
•    Plan and execute dispatch schedules aligned with customer demand and production plans
•    Coordinate with warehouse and logistics teams for dispatch readiness
•    Ensure OTIF delivery performance
•    Track shipment execution and resolve dispatch bottlenecks
•    Communicate dispatch plans across stakeholders

5. Transportation Management & Optimization
•    Coordinate with transporters, freight forwarders, and logistics partners
•    Support freight optimization, route planning, and cost control
•    Monitor transit performance and delivery timelines
•    Manage logistics escalations, delays, and service failures
•    Maintain transporter performance tracking

6. Warehouse Management
•    Coordinate inbound and outbound operations with warehouses
•    Ensure adherence to GMP/GDP storage practices and EHS standards
•    Support warehouse efficiency, space utilization, and handling compliance
•    Ensure proper material handling for hazardous/regulated products

7. Inventory Management & Control
•    Monitor inventory levels (RM, WIP, FG) aligned with service requirements
•    Track slow-moving, excess, or expiry-risk stock
•    Ensure inventory accuracy and batch traceability
•    Coordinate with planning and warehouse teams for inventory optimization

8. Complaint Management & Issue Resolution
•    Manage customer complaints related to quality, delays, shortages, or damages
•    Conduct root cause analysis (RCA) and implement CAPA
•    Coordinate with QA, supply chain, and suppliers for resolution
•    Ensure timely closure and communication of complaint

9. Cross-Functional Coordination & Stakeholder Management
•    Collaborate with Sales, Planning, Procurement, QA/QC, Regulatory, Finance, and Logistics teams
•    Act as central SPOC for customer order execution
•    Ensure alignment across functions to meet service commitments
•    Support business teams with real-time order and logistics visibility

10. Process Governance, SOP & Compliance
•    Develop and implement SOPs for customer service, order management, and logistics processes
•    Ensure compliance with company policies, customer requirements, and regulatory standards
•    Maintain complete documentation and audit readiness
•    Drive system discipline and process standardization

11. Continuous Improvement & Service Excellence
•    Identify process gaps and implement improvement initiatives
•    Drive automation, digitization, and ERP discipline
•    Improve service metrics (OTIF, response time, order accuracy)
•    Embed learnings from complaints and operational issues

12. Performance Management & Reporting
•    Track KPIs: OTIF, order accuracy, response TAT, customer satisfaction, logistics cost
•    Prepare dashboards, MIS, and performance reports
•    Support leadership reviews with insights and corrective actions

Education & Experience
•    Bachelor’s degree in Supply Chain, Logistics, Business, Pharmacy, Chemical Engineering, or related field
•    8–12 years of experience in Customer Service, Order Management, Logistics, or Supply Chain
•    Experience in Pharma / Chemical / Manufacturing environment preferred
•    Exposure to import/export operations and regulated logistics is essential

Core Skills & Competencies
Functional Skills
•    Order Management & Customer Service Operations
•    Import / Export Documentation & Compliance
•    Dispatch Planning & Logistics Execution
•    Warehouse & Inventory Management
•    Regulatory Compliance (GMP / GDP / DG / Controlled Substances)
•    ERP Systems (SAP preferred), MS Excel, MIS

Behavioral Competencies
•    Strong customer-centric mindset
•    High ownership and accountability
•    Analytical and problem-solving capability
•    Ability to manage multiple priorities under pressure
•    Strong communication and stakeholder management skills
•    Attention to detail and process discipline
•    Cross-functional coordination and influence
•    Decision-making under operational constraints
•    Continuous improvement mindset

Supervisory Responsibilities: No

Actylis is an Equal Opportunity Employer. Actylis does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need..