Logistics Executive(Customer Service Specialist)- Retail MNC,Mumbai

Manage the Order to Cash process for key accounts in both offline and online channels. The work includes building Customer collaboration, Order Management, Delivery management and Master Data process management to ensure that products arrive in India and are delivered to customers as per agreed terms.

Key Performance Areas & Description

Inbound

• Responsible for Monthly Order Upload process for all Brands & Retailers.
  
• Check if products are registered before the order are released.
  
• Shipment planning AIR/Ocean mode to meet monthly sales target.
  
• Ensures delivery of invoiced items
  
• Procuring new SKU (Stock Keeping Unit) launch details prior to start of next month ordering process. Setting up those SKUs in system/MRP (Material Requirement Planning) updation/ VAS (Value Added Services) updation/ Dechain check (life cycle of a product) viz-a-viz registration status Create file for customs, based on the Import Invoices to ensure timely Bill of Entry submission to avoid any demurrage / detention/ storage charges
  
• Ensure all shipments are recorded in the inbound tracker and communicated to Operations team & Maintaining monthly MIS of Supply Chain activity.
  
• Investigate discrepancy reports from Oevel, lodge claim with the source and obtain credit note for missing/damaged goods.
  
• Responsible for retailer communication on shipment arrival and sending order allocation report to internal and external customer, POD (Proof of Delivery) to cross dock warehouse and other report submission for month closing.
  
• Close shipment in the system Inwards/ complete documentation as per month end process.
  
• Product Cataloguing creation and sharing with Brand team and retailors as per set process.
  
• Be timely and deliver fast solutions.
  
• Handling NPL activity as per set processes.
  

Monthly Reporting

• First Response time - First response time (FRT) between a customer sending their orders till Deliveries are created. (Order receipt to Delivery Creation).
  
• Open orders monthly reporting.
  
• Average Response Time of Customer Service activities.
  
• Service level accuracy.
  
• Average handle time.
  
• Catalogue Misalignment monthly.
  
• SLA Reports.
  

Master Data Activity

• Check material master maintenance in SAP.
  
• Responsible of Price Master / Retailors Discount / Shipping route.
  
• Systems Operations and Maintenance (SRP) updation.
  
• Preparation of Order forms.
  
• Manage VAS database as per set guideline (Saleable & Non-Saleable).
  
• Maintain Custom duty advance record.
  
• Performing System tests of new brands in SAP prior to their launch.
  

Others

• Perform other duties as assigned in line with the role and EL Corporate strategy.
  
• Manage credit note approvals.
  
• High sea sale documentation to be prepared.
  
• Dealing with custom notices as and when required and as advised by Logistics Manager.
  
• New door opening dispatch planning and delivery coordination.
  
• Manage gratis order for all store and corporate employees via SAP & Maintaining records.