Customer Service Executive

ob Description:

Job Title: Customer Service Executive

Work Level: WL1B/WL1C

Work Location: Chennai Regional Office

Line Manager: Thiruppathi A

MT Demand Planning under Availability Position: WL1B

Purpose of the role:

To own, drive and facilitate 3TDP & V1 forecasting for organized trade (MT & Ecom)

Main responsibilities:

• Analyze sales pattern & QGP and create a 3TDP & V1 forecast construct at base pack-customeraccount-Depot level
• Conscious decision making on up lifts/downward impact basis inputs from Brand, CD & Supply planning Team
• Managing complexities of channel behaviors, vulnerabilities, seasonality category ambition vs channel reality
• Event Planning (Big Day, BBD and Public Holiday etc.)
• Analyze forecast accuracy and bias and understand reasons for losses. Identify and implement process enhancements including use of advanced statistical forecasting tools to improve these KPIs
• Periodical review of QGP/3TDP forecast and drive continuous improvement
• Apply advanced data analytics skills to share valuable business insights
• Coordinate monthly 3TDP & V1 process to drive key business decisions
• Champion changes in current processes to drive simplification
• Partner with MT Customer teams for short term forecasting
• Cross-functional collaboration with Brand, CM, CD, Supply Planning,

Customer Service, Category/Channel Finance teams

• Effective communication with relevant stakeholders to drive alignment on Monthly demand plans at Depot Cut

Key KPIs/ Outcomes:

• Forecast Accuracy and Forecast Bias measurement at most granular level
• Drive Depot level estimate hygiene for Best-in-class availability and reduce inventory/cost
• Extreme Bias & Volatility reduction