Associate Manager - Customer Service

Job Description

Associate Manager - Customer Service Job Details | Tata Consumer Products Limited Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: What are the Key Deliverables in this role? Background Currently the day-to-day planning of dispatches is done by the individual CFAs manually by interacting with the TSEs and ASMs. The intent is to centralize the planning done at the CFAs by using a tool which will optimize and plan the dispatches. The intervention from the Sales team and the CFA should be minimized. This role will entail managing the tool and the key stake holders at a regional / Cluster level Sales, GT customers and deliver team while driving the KPIs. Financial Outcomes Review and create loss tree analysis for the fill rates and OTIF for the region. Drive key KPIs- OTIF, Fill rate and TAT improvement for GT customers for the region. Customer Service Engage proactively with regional customers to ensure Fill rate, OTIF, TAT is within the set guidelines. Engage with Regional Sales team (ASMs, RSMs, Cluster Heads) 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) 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 DMS 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) Ensure Masters are maintained whilst coordinating with the Stakeholders like S&OP, 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. What are the Critical success factors for the Role? Graduate with MBA Prior 3-5 years in FMCG Industry in the areas of CFA, secondary freight. 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, GT. 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. Analytical and problem-solving abilities, with a focus on delivering actionable insights and innovative solutions.