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Job Summary: We are looking for a proactive and customer-focused Customer Service Manager – THE FACE SHOP with 5 years of experience to manage order fulfilment and service delivery within the Supply Chain function. This role is responsible for ensuring smooth coordination between sales, logistics, warehouses, and customers to meet service-level agreements (SLAs), resolve complaints, and enhance overall customer satisfaction. Key Responsibilities: Order Management: Oversee the end-to-end customer order process – from order receipt to delivery. Coordinate with planning, logistics, and warehouse teams to ensure timely order fulfilment. Manage bulk orders, priority dispatches, and stock allocations as per business needs. Customer Coordination & Query Resolution: Act as the single point of contact for key customers for order-related queries, delays, complaints, and documentation. Ensure resolution of issues related to delivery, invoicing, returns, shortages, or damages within defined timelines. Track and improve Customer Satisfaction Scores (CSAT). Service Level Monitoring: Monitor and report KPIs such as fill rates, OTIF (On Time In Full), complaint resolution TAT, and ageing of open orders. Analyze service gaps and initiate corrective actions in coordination with cross-functional teams. System & Data Management: Ensure timely and accurate order entries in ERP systems (e.g., SAP, Oracle). Maintain updated customer master data and service-level agreements. Generate regular reports on order status, delivery performance, and open issues. Cross-functional Collaboration: Liaise with sales, distribution, planning, and finance teams to align service delivery with business priorities. Support execution of new launches, promotions, and seasonal orders. Key Requirements: Bachelor's degree in Business, Supply Chain, or related field. 5 years of experience in customer service or order management within a supply chain or logistics environment. Strong knowledge of ERP systems (SAP SD/MM preferred), MS Excel, and CRM tools. Excellent communication, interpersonal, and problem-solving skills. Strong customer orientation with the ability to manage multiple stakeholders. Preferred Qualifications: Experience in FMCG, Consumer Goods, or Retail Supply Chains. Exposure to B2B and B2C order management environments. Familiarity with EDI transactions and digital order platforms is a plus. ** Candidates willing to travel to Worli & Work from Office should apply only Show more Show less
