Assistant Manager - Customer Service (West)

What are the Key Deliverables in this role?

• 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.

• 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.

• 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 S&OP, Sales, Deliver team.

• Engage with the digital team to drive improvements in the tool.
• Explore the industry trends & developments and accordingly drive continuous improvements.

What are the Critical success factors for the Role?

• 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.