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

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
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
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
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
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
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
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
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
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
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
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
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..

Assistant Manager - Customer Service & Logistics