Assistant Manager - Customer Service (West)

Job Title: Regional Customer Service & Order Management Lead – Modern Trade & E-Commerce Department: Supply Chain / Customer Service Industry Preference: FMCG Role Purpose: To ensure superior customer service delivery and efficient order management across the assigned region, particularly for Modern Trade and E-Commerce channels. The role focuses on key performance metrics such as Fill Rate, Order-to-Cash (OTC), and turnaround time (TAT), while maintaining operational excellence and stakeholder collaboration. Key Deliverables: Financial Outcomes: Conduct Loss Tree Analysis and Root Cause Analysis (RCA) for Fill Rate gaps and regional supply inefficiencies. Drive improvement across key KPIs: Fill Rate, Order Reconciliation, OTC cycle, TAT for MT/Ecom customers. Ensure timely and accurate financial documentation and audit preparedness for customer service-related data. Customer Service Excellence: Proactively engage with regional customers to ensure KPIs like Fill Rate, PDP (Perfect Delivery Performance), and TAT are within agreed SLAs. Collaborate with internal sales stakeholders (ASMs, TSEs, KAMs) to align service delivery with business expectations. Identify and resolve service issues through structured RCA and continuous process improvements. Adhere to Ways of Working (WOW) per customer—frequency of orders, Minimum Order Quantities (MOQs), and master data accuracy. Ensure resolution of blocked orders, advance refunds, and accurate billing. Internal Operations: Ensure seamless order flow using Order Management Tools, including SAP, from order receipt to invoicing. Track and reconcile Fill Rates, reduce order blockage, and coordinate order releases efficiently. Co-ordinate with CFAs, KAMs, ASMs, and the Delivery team to manage ageing inventory and ensure optimal stock rotation. Ensure master data is consistently maintained and aligned across S&OP, Sales, and Delivery teams. Innovation & Learning: Collaborate with the Digital Transformation Team to enhance system tools for better visibility and process automation. Stay updated with industry trends and proactively implement best practices to elevate operational efficiency. Critical Success Factors: Graduate with an MBA (preferred specialization in Operations, Supply Chain, or Sales). 3–5 years of relevant experience in Order Management, Customer Service, CFA Operations, or Channel Ops within FMCG. Proficiency in SAP and understanding of Order to Cash (O2C) processes. Strong stakeholder management skills, particularly with Modern Trade and E-Commerce accounts. Ability to drive service excellence with a Customer-First mindset. Desirable Attributes: A go-getter attitude with a bias for action and change management capabilities. High people management and interpersonal skills. Analytical and problem-solving orientation with a track record of delivering insightful, data-driven improvements. Strong understanding of the sales ecosystem, including front-end and backend operations.