Fulfillment Coordinator

12 hours ago

Mumbai, India Dynacraft Air Controls Full time

Company Description

Dynacraft is a leading Indian manufacturer of HVAC air control systems, including VAV terminals, ADPs, and fire dampers. With a strong engineering foundation and a commitment to quality, we are scaling rapidly to meet growing domestic and international demand. As we expand, we are looking to streamline our fulfillment and customer service function to ensure high client satisfaction and timely deliveries.

Role Description

The Fulfillment Coordinator is a key link between (post) sales, production, and dispatch. This role ensures that once an order is confirmed, it is tracked, monitored, and delivered in a timely manner while keeping the customer informed at every key stage. The Fulfillment Coordinator owns the post-sales process and communicates job status updates to customers professionally and proactively — reducing production disruption and improving customer experience.

Key Responsibilities

  • Track all confirmed orders from job card generation to dispatch.
  • Maintain a centralized live production tracker for internal stakeholders.

Serve as a critical point of contact for customers regarding:

  • Order progress updates
  • Estimated dispatch dates
  • Follow-ups and change requests
  • Coordination with the production planner, factory, and stores team to stay updated on timelines.
  • Communicate any production delays, customizations, or changes transparently to customers.
  • Send timely email/WhatsApp updates to customers using templates or automation tools.
  • Escalate critical issues to the operations head and assist with finding workarounds.
  • Maintain weekly reports of pending jobs, dispatches, and customer communications.
  • Support the dispatch/logistics team by ensuring proper documentation is in place.

Skills & Experience

  • 2–5 years of experience in a fulfillment, order management, production coordination, or client servicing role (manufacturing/engineering industry preferred).
  • Strong communication skills: both written and verbal (English + Hindi).
  • Skilled at balancing customer demands with operational realities, ensuring smooth communication without conflict
  • Proficiency with MS Excel/Google Sheets. Bonus if familiar with Notion, Airtable, or ERP systems.
  • A structured and process-oriented mindset with the ability to manage multiple orders with attention to detail.
  • Calm under pressure; excellent at client handling and expectation management.
  • Prior experience coordinating with production and logistics teams is a plus.

What Success Looks Like

  • Customers no longer escalate directly to top-level executives for basic order updates.
  • Production staff are not interrupted with ad-hoc customer follow-ups.
  • Weekly production and dispatch priorities are clearly aligned across departments.
  • Customers are consistently informed, satisfied, and confident in our process.

Perks

  • Opportunity to work with a fast-growing Indian manufacturing brand at the cusp of international expansion.
  • Learn the ropes of manufacturing operations, client relations, and modern fulfillment systems.
  • Be part of a close-knit, high-performance leadership-driven team.

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