Assistant Manager - Logistics & Customer Service

Job Summary:

The Assistant Manager – Logistics & Customer Service will own secondary logistics execution and customer service operations for Glanbia’s distribution network, managing order fulfilment from the plant to key trade customers. The role will be the primary interface between Glanbia and its trade partners on all logistics and service matters, driving Order Fill Rate, OTIF, and TAT performance while building long-term customer relationships and service excellence.

Responsibilities:

• Own the order-to-dispatch cycle for all Glanbia India trade customers – receive purchase orders, validate against available stock in coordination with the supply planner, coordinate dispatch plans with the Plant Logistics Manager, and ensure OTIF delivery to all customers and Inter DC supplies.


• Manage secondary logistics from the Ahmedabad / Sanand DC to trade customers – plan truck requirements, coordinate with approved transporters, track shipments to proof of delivery (POD), and resolve transit exceptions.


• Serve as the primary point of contact between Glanbia and its trade customers on all logistics and service matters – manage order confirmations, dispatch notifications, delivery lead time communication, short-shipment resolutions, and escalation handling.


• Handle customer claims, returns, and damaged goods – investigate root causes in coordination with quality and logistics teams, initiate credit / replacement processes, and resolve all cases within defined TAT SLAs


• Maintain and publish the weekly dispatch plan and customer-wise stock allocation in coordination with the supply planner; flag allocation constraints proactively and escalate supply risks to commercial and supply chain leadership.


• Manage transporter SLAs for secondary routes – monitor on-time delivery performance, transit damage incidence, and POD submission compliance; conduct quarterly transporter performance reviews and recommend changes as required.


• Track and report Order Fill Rate (OFR), OTIF (secondary), claims TAT, and DC utilization KPIs on a monthly basis to Glanbia supply chain and commercial leadership.


• Identify and implement process improvements in order management, dispatch coordination, customer communication, and claims workflows – continually working to reduce lead time, eliminate errors, and enhance the customer experience.

Education & Experience:

• Graduate with minimum 5 – 7 years of experience in logistics operations, customer service, or trade marketing coordination, preferably in FMCG, nutraceuticals, or consumer goods distribution.


• Management qualification in Supply Chain, Logistics, Marketing, or Business Management preferred.


• Hands-on experience managing distributor and modern trade customer relationships and secondary logistics operations in the India market.


• Proficiency in SAP & SAP B1 modules and TMS (transport management systems).

Required Skills:

• Strong end-to-end understanding of order management, secondary logistics, trade customer service, and distribution operations.


• Acute understanding of the linkage between supply availability, dispatch planning, transporter management, and customer delivery performance.


• Strong people management and development capability, including management of customer service team members and governance of transporter service providers.


• Ability to work effectively with stakeholders across commercial, supply planning, logistics, quality, and finance teams, as well as external trade customers and 3PL partners.


• Excellent interpersonal and communication skills – able to manage customer expectations diplomatically, resolve conflicts under time pressure, and represent Glanbia professionally across all customer interactions.


• Strong analytical and problem-solving capability – able to lead KPI reviews, conduct root-cause analysis on service failures, and implement corrective actions swiftly.


• Fluency in English and Hindi mandatory; Gujarati an advantage for customer communication across the Ahmedabad.


• High level of integrity, ownership, dependability, and customer orientation.