Customer Service Specialist

As a Customer Service Operations Manager at Ferrero, you will have complete ownership of the end-to-end Customer Service Operations, ensuring 100% Service Levels and focusing on minimizing losses. Your main responsibilities will include leading and fostering a high level of Customer Satisfaction within internal and external customers, identifying potential Service Level loss areas, and taking actions to reduce the losses. You will also be responsible for ensuring efficient management of appointments from all customers, collaborating closely with Planning, Logistics, and Distribution teams, and managing stock freshness and inventory effectively. Additionally, you will lead discussions with Sales and Trade Marketing Teams to ensure order placement and forecast adherence, manage sales returns, and build relevant dashboards to review performance. Qualifications Required: - Post Graduate degree, preferably in Operations, with 4-7 years of experience - Understanding of Supply Chain area, particularly Customer Service - Deep understanding of key KPIs such as Case Fill Rate, Order Fill Rate, Line Fill Rate, OTIF, etc. - Business Analysis and analytical skills - Fair knowledge of Supply Chain verticals - Proficiency in MS Office (MS Excel, Power Point, etc.) Key Responsibilities: - Own end-to-end Customer Service Operations, ensuring 100% Service Levels - Lead and foster high Customer Satisfaction levels - Identify and mitigate potential Service Level loss areas - Manage appointments and execute timely deliveries - Collaborate with Planning, Logistics, and Distribution teams for stock availability - Lead discussions with Sales and Trade Marketing Teams for order placement - Manage stock freshness and inventory effectively - Ensure timely accounting of sales returns - Build and maintain relevant dashboards for performance review To be successful in this role and at Ferrero, you should be consumer and product-centric, dedicated to crafting brilliant results for consumers worldwide. Join Ferrero's multicultural and innovative work environment and be part of a team that celebrates care and quality in crafting a business you can be proud of.,