Assistant Manager - Customer service & Planning

The Supply Chain Customer Service Assistant Manager oversees the complete order-to-delivery cycle, ensuring service level improvements through efficient coordination across internal teams, external partners, Customers and logistics service providers. This role demands strategic thinking, operational excellence, and strong leadership to drive service performance and continuous improvement. Key Responsibilities: - Own the end-to-end order fulfilment process from order receipt to final delivery - Monitor delivery timelines and proactively resolve delays or disruptions - Optimize OTIF (On-Time In-Full) performance and reduce lead times - Act as the escalation point for complex customer issues and complaints - Build strong relationships with key customers and ensure service-level agreements are met - Analyze customer feedback and implement service improvements - Collaborate with sales, planning, procurement, logistics, and finance teams to align on order priorities and inventory availability - Coordinate with transporters, and warehouse teams to ensure timely dispatch and delivery - Lead, mentor, and develop a team of supply chain depot coordinators - Conduct regular performance reviews and training sessions to build team capability - Track KPIs such as order accuracy, delivery performance (Fill Rate, Lead Time), and complaint resolution time - Drive process improvements for organized retail (MT, E-Com, Q-Com and Corporate) - Prepare dashboards and reports and customer reviews, implement automation and digital tools to streamline workflows - Monthly S&OP inputs reports. Required Experience: Minimum 5 years in Customer Service of MT, E-Com & CSD with FMCG, proven experience in process simplification, Project Management & Execution with customer facing experience. Education: Graduate + MBA preferably in Supply chain Management Required Competencies & Skills: - Objective Analytical Thinking - Solid understanding of Planning, Customer Service - Expertise in Supply Chain Process optimization - Team Player - Change Management & Project Management IT Knowledge: - Expert understanding in SAP - Advance Excel & Microsoft Power Point - Power BI and Automation Tools,