Assistant Manager - Customer Service

Job Description

Job Description Tata Consumer Products Ltd. About the Job: Assistant Manager Customer Service Function: Product Supply Organization Location: Mumbai Reporting To: Associate Director Customer Service At Tata Consumer Products Ltd, we stand #Forbetter Planet, Sourcing, Nutrition, Communities. And #ForBetter Opportunities . Here s an exciting one! How does this Job align to our Strategy At the core of Tata Consumer Products business approach lie six strategic pillars that serve as the foundation for its growth and success: Strengthening Accelerating our Core Business, Driving Digital and Innovation, Unlocking Synergies, Creating a Future Ready Organization, Exploring New Opportunities and Embedding Sustainability. This job opportunity closely aligns with one of these key strategic pillars, which is driving Strengthening Accelerating our Core Business . The role will support alternate channel Order to Execution for the KPIs at regional level in performing Sales order and Billing, managing regional Sales, planning and manage distributor Customer Service . T he job aims to bring tangible business value by strengthening accelerating our core business. MD CEO Where do you come in as SVP Planning Logistics Executive Director COO Associate Director Customer Service Assistant Manager Customer Service This job is at N 4 level (N corresponds to CEO s level) Top dimensions : Geography : India Direct reports : NA Complexity of the role (Optional) : NA Matrix Reports : NA Type of Role : Individual contributor Primary Stakeholders (Optional) : NA Financial Outcomes Review and create loss tree analysis for the fill rates and RCA gap analysis for the region. Drive key KPIs Fill rate, Reconciliation , OTC and TAT improvement for MT/Ecom customers for the region. Customer Service Engage proactively with regional customers to ensure Fill rate, PDP, TAT is within the set guidelines. Engage with Regional Sales team (ASMs, TSEs, KAMs) Ensure efficient service to customers in the region. Conduct root cause analysis and identify solutions to ensure effective service to customers for the region. Preparation of customer service data for audit requests during quarterly/annual reviews. To ensure the process quality is maintained (e.g. release of blocked orders, refund of advances, Billing and Deliveries to be invoiced) On time Fill Rate reconciliation and Master Data Management Customer wise WOWs (Ways of working) (frequency, MOQ) is adhered to and MOQs maintained. Internal Processes Drive the utilization of the tool and ensure key KPIs are adhered to, which will be fixed from time to time. Manage the timely and accurately posting of incoming Orders through Order Management Tools and SO billing process and Customer Service. Ensuring processing quality is maintained (e.g. release of blocked orders, refund of advances, Billing and Deliveries to be invoiced) Co ordinate with CFAs/regional KAMs/ ASMs / TSEs to push for liquidation of ageing inventory. Ensure Masters are maintained whilst coordinating with the Stakeholders like SOP, Sales, Deliver team. Innovation Learning Engage with the digital team to drive improvements in the tool. Explore the industry trends developments and accordingly drive continuous improvements. Graduate with MBA Prior 3 5 years in FMCG Industry in the areas of CFA, Order Management , Channels Operations. Project management skills is desirable. End to end knowledge of Order, Credit to Invoice process in SAP environment Stakeholder management capabilities; leading the customer service, Modern Trade /Ecommerce. What are the Desirable success factors for the Role A go getter who will drive change and discipline in the system whilst ensure Customer First approach. Very high on people management skills. Understanding the sales system. , with a focus on delivering actionable insights and innovative solutions. TCPL Growth Mindset and Behaviors We are obsessed about keeping Consumers Customers first in our hearts that s why we are here ! We are trailblazers in executing with Excellence Together as One Team ! We take Ownership of our business delivering value for our Stakeholders .. no Compromises ! We are Open to Continuously improving Continuously innovating For Better ! We live breathe our Tata Code of Conduct