Central Order Processing Specialist

Job Title: Central Order Processing Specialist (COP)

Location: Kolkata (Onsite - Work from Office

About the Role:

We are looking for a highly execution-oriented Central Order Processing Specialist (COP) to manage end-to-end order processing and fulfilment across Dot & Key's sales channels. The role will be responsible for ensuring accurate order processing, seamless coordination with Sales, Supply Planning, Warehousing, and Logistics teams, while driving superior customer service through timely order execution and delivery.

Key Responsibilities:

• Manage end-to-end order processing and ensure timely order fulfilment across General Trade, Modern Trade, E-commerce, and Quick Commerce channels.

Coordinate with the Sales team to validate Purchase Orders (POs) , resolve discrepancies, and ensure order sanity before processing.

• Ensure timely and accurate order punching in ERP systems while maintaining high compliance with order processing timelines.

• Monitor order execution and collaborate closely with Warehouse teams to ensure timely picking, packing, and dispatch.

• Drive OTIF (On-Time In-Full) performance by ensuring seamless coordination across Supply Planning, Warehousing, Logistics, and Customer Service teams.

Maximize Fill Rate by working closely with the Supply Planning team to improve product availability and order allocation.

• Track dispatch performance and ensure on-time deliveries in line with customer commitments and service level agreements (SLAs).

• Monitor customer service metrics, proactively resolve order-related issues, and minimize delivery escalations through timely interventions.

• Prepare daily MIS, order status reports, OTIF dashboards, and customer service reports to identify gaps and drive continuous improvement.

• Build strong relationships with internal stakeholders and channel partners to enhance customer satisfaction and operational excellence.

Preferred Skills & Know-how:

• Strong understanding of Central Order Processing, Order Fulfilment, Customer Service, and Supply Chain Operations.

• Experience managing OTIF, Fill Rate, Order Processing Accuracy, and Customer SLAs.

• Good knowledge of ERP systems such as SAP, Microsoft Dynamics, Oracle, or similar platforms.

• Strong analytical, coordination, stakeholder management, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced FMCG environment.

Experience Requirements:

• Bachelor's degree in Commerce, Engineering, Operations, Supply Chain, or a related discipline.

4–6 years of experience in Order Processing, Customer Service, Supply Planning, or Supply Chain Operations within FMCG, Personal Care, Cosmetics, Retail, or Consumer Goods.

• Prior experience managing customer orders, coordinating with cross-functional teams, and driving service excellence across multiple sales channels will be preferred.