Customer Service Manager

Role : Customer Service Manager - General Trade

Location : Bangalore

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– Sales, GT customers and Deliver team while driving the KPIs.

Key Deliverables

Financial Outcomes

• Review and create loss tree the fill rates and OTIF.
• Drive key KPIs- OTIF, Fill rate and TAT improvement for GT customers

Customer Service

• Engage proactively with customers to ensure Fill rate, OTIF, TAT is within the set guidelines.
• Engage with Sales team (ASMs, RSMs, Cluster Heads)
• Ensure efficient service to customers.
• Conduct root cause analysis and identify solutions to ensure effective service to customers.

Internal Processes

• Drive the utilization of the tool and ensure key KPIs are adhered to which will be fixed from time to time
• Ensure Masters are maintained whilst coordinating with Stakeholders like S&OP, Sales, and Deliver team

Innovation & Learning

• Engage with the digital team to drive improvements in the tool.

Critical Success Factors for the role

Graduate with MBA

Prior 5-7 years in FMCG Industryin the areas of CFA, Order Management , Channels Operations.

Project management skills is desirable.

Knowledge & prior experience in SAP

Stakeholder management