Operations manager
3 weeks ago
Location: Goregaon & Uran-Navi Mumbai Location
Department: Operations
Job Summary:
The Operations Manager will be responsible for overseeing the end-to-end execution of sales orders, ensuring operational efficiency, customer satisfaction, and high-quality service delivery. The role includes planning, coordination, documentation, dispatch, and yard management while meeting defined metrics and delivering on organizational goals.
Key Responsibilities:
1. Sales Order Execution
Ensure timely and accurate execution of sales orders to meet customer expectations.
Track and analyze order execution performance, maintaining a minimum on-time execution rate of 95%.
Address and resolve customer complaints, keeping complaint rates below 5%.
Prepare and present a monthly report summarizing order execution performance and issues.
2. Customer Coordination
Maintain high levels of customer satisfaction through prompt and efficient communication.
Ensure response times to customer inquiries are within 4 hours.
Achieve and sustain a customer satisfaction rating of 90% or higher.
Document customer interactions and feedback, highlighting actionable improvement areas in reports.
3. Order Planning and Documentation
Accurately plan and execute sales orders in alignment with timelines.
Maintain a 100% planning timeline adherence rate and a document accuracy rate of 98%.
Prepare detailed order execution plans and maintain accurate records for auditing purposes.
Provide monthly reports on planning and documentation performance.
4. Dispatch and Delivery
Ensure timely dispatch and delivery of products while conducting pre-dispatch quality checks.
Issue dispatch notifications within 24 hours for 100% of orders.
Address post-delivery quality issues, maintaining incidents below 2%.
Manage dispatch and delivery logs, and pre-dispatch inspection records.
5. Yard Management
Oversee all administrative responsibilities within the yard, ensuring smooth day-to-day operations.
Ensure the yard complies with safety, quality, and operational standards.
Maintain accurate inventory records and optimize yard layout for operational efficiency.
Qualifications and Experience:
Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
Minimum of 5 years of experience in operations management, preferably in logistics or supply chain.
Strong knowledge of order planning, dispatch, and customer service processes.
Excellent leadership, organizational, and problem-solving skills.
Proficiency in data analysis and reporting tools.
Strong communication and interpersonal skills.
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